Associate IT Support Technician

The Agency You’ll Join

The New York City Mayor’s Office is responsible for overseeing city services throughout the five boroughs, coordinating public agencies and departments, and managing public property. New York City Mayor Eric Adams is head of the executive branch of New York City's government. Previously, Mayor Adams has served the people of New York City as an NYPD officer, state senator, and Brooklyn borough president. The Adams’ administration is leading the fight to serve the people of the greatest city in the world, ensuring delivery of efficient and effective services, working to make New York City’s economy stronger, reducing inequality, improving public safety, and making the city more affordable that meets the needs of all New Yorkers. We value leadership, transparency, fairness, and efficiency as we actively seek diverse talents from various sectors to join our team.

The Team You’ll Work With

The Information Technology Department is responsible for managing and maintaining the Mayor’s Office’s technology infrastructure, systems, and services. This includes Infrastructure Management, Network Administration, System Administration, User Support and Helpdesk, Data Management, Software and Application Management, IT Project Management, IT Strategy and Planning, IT Security and Compliance, and Vendor Management. Information Technology partners with other departments in the Mayor’s Office to develop tools and applications that streamline processes, measure performance/metrics and increase productivity. The Information Technology Department also collaborates with other city agencies to implement wireless policy and procedures and develop secure tools/applications for use by multiple agencies.

The Problems You’ll Solve

The Associate IT Support Technician is responsible for providing technical support to end-users, ensuring the smooth functioning of computer systems, and contributing to the overall efficiency, effectiveness, and productivity of the Mayor’s Office IT infrastructure. Responsibilities include allocation, maintenance, troubleshooting and repairs of IT equipment throughout the Mayor’s Office and Mayoral agencies.

Additional responsibilities include, but are not limited to:

- User Support: Provide technical assistance and support to end-users, including troubleshooting hardware, software, and network issues during business hours and off-business hours, and holidays. Respond to user inquiries, diagnose problems, and resolve or escalate as necessary. Provide technical support coverage for events, training, and meetings as requested.
- Incident and Request Management: Handle incoming support requests via various channels such as phone, email, or ticketing system. Log and track all reported incidents, ensuring timely resolution and maintaining detailed documentation of troubleshooting steps and solutions. Provide proactive status updates until fulfillment as required.
- Hardware and Software Installation: Install, configure, and maintain computer systems, accessories, peripherals, and software applications. This includes setting up new workstations, installing operating systems and software updates, and ensuring compatibility and functionality.
- System Maintenance: Perform routine maintenance tasks such as system updates, patches, and backups. Monitor system performance, identify potential issues, and proactively take corrective actions to optimize performance and prevent downtime.
- Wireless Device Management: Supports wireless mobile devices with connections/synchronization to email, calendars, and contacts. Works with the Wireless Team to cancel active devices or acquire new accounts.
- Training and Documentation: Create and update documentation, including user guides and knowledge base articles, to assist users in resolving common issues independently.
- Continuous Learning: Stay up to date with the latest industry trends, technologies, and best practices in IT support.
- Agency business hours are Mondays to Fridays between 8:00 AM to 7:00 PM.

About You

- You have the ability to troubleshoot hardware and software issues over the phone as well as on-site.
- You have the ability to lift a maximum of 50 pounds to move computer equipment from location to location.
- You are available for evening and weekend on-call rotation.
- You are a self-motivated individual with excellent communication and interpersonal skills.
- You have the capability to work independently as well as part of a team.
- You have the ability to prioritize assigned work.
- You have the ability to work under pressure, in a fast-paced environment.
- You must be willing to travel, up to 10%.

Minimum Required Qualifications

- You have a baccalaureate or associate degree from an accredited college and at least six months of on-the job training experience in both hardware and software support as well as direct customer support.
- You have the ability to provide White Glove service.

STAFF ASSISTANT (OFFICE OF THE - 06393

1. A four year high school diploma or its educational equivalent and one year of satisfactory, administrative, analytical, research, service, support, or computer related experience; or
2. A satisfactory equivalent combination of education and experience.

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.