City of New York
Overview
The New York County District Attorney’s Office (DANY) has an immediate opening for an IT Help Desk Specialist in its IT Department. In this position, the Specialist is responsible for providing prompt and efficient technical support with varying degrees of complexity for all levels of DANY staff.
Responsibilities
Perform high‑level triage of computer and application problems to assign to the proper unit or specialist.
Respond promptly and notify appropriate IT teams of system, application, or any other urgent issues.
Act as a resource to technicians and first‑line support telephone operators.
Represent IT and be the point person for any technical issues during off hours.
Assist users with preliminary identification of computer and application related issues.
Perform in a high‑volume IT Help Desk call center, maintaining a high degree of professionalism.
Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.
Keep stakeholders informed about ongoing issues and resolutions.
Follow the client support guidelines as outlined by supervisor.
Maintain support documentation as needed.
Move computer equipment.
Install, configure, and troubleshoot computer hardware and software.
Accurately maintain the Unit’s call center tracking system, ensuring calls are entered accurately and in a timely fashion.
Troubleshoot both PC and Mac hardware and software.
Perform other related duties and tasks as assigned.
Minimum Qualifications
Bachelor’s degree from an accredited college.
Minimum one (1) to four (4) years of relevant experience in supporting users.
Preferred Requirements & Skills
Additional technical training a plus.
Knowledge of iManage.
Strong technical background in computer hardware and software, and troubleshooting required.
Ability to learn and understand internally developed applications quickly.
Ability to work independently during off hours.
Knowledge of both PC and Mac hardware and software.
Proficient in Microsoft products (including Windows 10/11 and Office 365).
Excellent interpersonal, organizational, and communication skills.
Ability to assist users with application‑related questions and issues.
Ability to follow directions and apply proper policies, procedures, and guidelines.
Strong attention to detail and high concern for data accuracy.
Dependable team player who works collaboratively and cooperatively with staff in a team‑oriented environment.
Ability to multi‑task in a fast‑paced environment, prioritize among competing needs, and respond quickly to requests for information.
Ability to interact with all levels of staff and vendors.
How to Apply Submit a Cover Letter and Resume.
Hours / Shift Wednesday to Saturday, from 8:00 AM – 5:45 PM.
Additional Information
Current office employees: To be eligible for a transfer or promotion, staff must have already served at least one (1) year in their current unit/bureau/department, be in good standing, and meet the minimum and additional qualifications of the position.
Authorization to work in the United States is required for this position.
City residency is not required for this position.
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Equal Employment Opportunity The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
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Responsibilities
Perform high‑level triage of computer and application problems to assign to the proper unit or specialist.
Respond promptly and notify appropriate IT teams of system, application, or any other urgent issues.
Act as a resource to technicians and first‑line support telephone operators.
Represent IT and be the point person for any technical issues during off hours.
Assist users with preliminary identification of computer and application related issues.
Perform in a high‑volume IT Help Desk call center, maintaining a high degree of professionalism.
Escalate issues as required and ensure a timely distribution of information within the organization to expedite resolutions.
Keep stakeholders informed about ongoing issues and resolutions.
Follow the client support guidelines as outlined by supervisor.
Maintain support documentation as needed.
Move computer equipment.
Install, configure, and troubleshoot computer hardware and software.
Accurately maintain the Unit’s call center tracking system, ensuring calls are entered accurately and in a timely fashion.
Troubleshoot both PC and Mac hardware and software.
Perform other related duties and tasks as assigned.
Minimum Qualifications
Bachelor’s degree from an accredited college.
Minimum one (1) to four (4) years of relevant experience in supporting users.
Preferred Requirements & Skills
Additional technical training a plus.
Knowledge of iManage.
Strong technical background in computer hardware and software, and troubleshooting required.
Ability to learn and understand internally developed applications quickly.
Ability to work independently during off hours.
Knowledge of both PC and Mac hardware and software.
Proficient in Microsoft products (including Windows 10/11 and Office 365).
Excellent interpersonal, organizational, and communication skills.
Ability to assist users with application‑related questions and issues.
Ability to follow directions and apply proper policies, procedures, and guidelines.
Strong attention to detail and high concern for data accuracy.
Dependable team player who works collaboratively and cooperatively with staff in a team‑oriented environment.
Ability to multi‑task in a fast‑paced environment, prioritize among competing needs, and respond quickly to requests for information.
Ability to interact with all levels of staff and vendors.
How to Apply Submit a Cover Letter and Resume.
Hours / Shift Wednesday to Saturday, from 8:00 AM – 5:45 PM.
Additional Information
Current office employees: To be eligible for a transfer or promotion, staff must have already served at least one (1) year in their current unit/bureau/department, be in good standing, and meet the minimum and additional qualifications of the position.
Authorization to work in the United States is required for this position.
City residency is not required for this position.
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Equal Employment Opportunity The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
#J-18808-Ljbffr