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 with a mission of combating municipal corruption. It 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.

Preferred Skills:

• Valid Driver's License (Driving between sites may be required)
• In-depth technical knowledge of PC and desktop hardware, including Dell, Apple, and other brands.
• Practical experience in hardware troubleshooting.
• Ability to diagnose and resolve network printer issues.
• Extensive support experience with Microsoft Operating Systems and Microsoft Office Suite, including MS Office 365 and Remote Desktop.
• Familiarity with GoverLan/Endpoint Central, including software package creation and maintenance.
• Skilled in managing, testing, and deploying standard desktop and laptop images.
• Expertise in testing, maintaining, and supporting computer group policies.
• Proficient in operating tools, components, and peripheral accessories.
• Ability to interpret and understand technical manuals, procedural documentation, and OEM guides.
• Capable of conducting research into PC-related issues and products as needed.
• Strong interpersonal and relationship-building skills.
• Excellent written and verbal communication skills, with the ability to convey technical information in user-friendly language.
• Clear understanding of organizational goals and objectives.
• Strong analytical and problem-solving skills with high attention to detail.
• Self-motivated with the ability to prioritize and manage tasks effectively in a high-pressure environment.
• Experience in a team-oriented, public sector, collaborative setting.
• Customer-focused with a strong service orientation.
• Ability to collaborate effectively with colleagues.
• Willingness to work during off-hours and participate in on-call rotations.
• A+ and MCDT certifications.
• Proficiency in working with command-line functions and occasional registry editing.
• In-depth knowledge of laptop and PC hardware and design; basic support for printers and network printing is a plus.
• Experience with Web-based applications support is strongly preferred.