Desktop Support Engineer

Desktop Support Engineer

The New York City Department of Investigation ("DOI") is one of the oldest law enforcement agencies in the country; its mission is to combat municipal corruption. DOI serves the people of New York City by acting as an independent and nonpartisan watchdog for New York City government, City agencies, and City employees, vendors with City contracts, individuals and entities that receive City funds. The NYC Department of Investigation seeks a skilled Desktop Support Engineer to join its Information Technology Unit. This role requires a strong technical foundation, including expertise in supporting desktops, laptops, tablets, and mobile devices. Key responsibilities encompass troubleshooting hardware and software issues, installing and supporting software applications, building and maintaining system images, and providing user training. The ideal candidate will possess excellent communication and problem-solving skills, a customer-centric approach, and the ability to adapt to evolving technologies and infrastructure changes. They will collaborate with Desktop Managers to plan and analyze the organization's desktop infrastructure, ensuring high levels of availability and system performance. Duties include but are not limited to:

• Evaluate, validate, and create application packages, upgrades, and uninstalls using tools such as Endpoint Central and GoverLan.
• Collaborate with system and application owners on application creation and testing.
• Implement feature and security updates for Windows and other operating systems.
• Design and maintain Windows and OS images via Endpoint Central.
• Coordinate with server, network, and security teams to ensure seamless desktop environment operation.
• Manage Active Directory administration tasks.
• Create, submit, and secure approvals for application deployments and changes through the change control process.
• Document technical specifications for all new and updated application packages.
• Assist in complex troubleshooting and repair activities.
• Maintain an asset database and inventory of all IT equipment.
• Order and manage spare parts, desktop hardware, and other IT equipment.
• Develop, edit, and manage task sequences for automated OSD.
• Review and monitor ticket queues, providing regular reports to clients and operations management.
• Oversee day-to-day ticket activities, including change management, call monitoring, action planning, and reporting.
• Handle issue escalation and resolution processes.
• Communicate internally with updates to organizational teams.
• Work closely with relevant project managers on IT-related projects.
• Prioritize and manage activities to minimize business impact.
• Manage special projects and other duties as assigned.

If selected, the candidate will be fingerprinted and undergo a background investigation.