Job Description The NYC Department of Buildings (DOB) is responsible for ensuring the safe and lawful use of buildings and properties by enforcing the NYC Construction Codes, Energy Code and Zoning Resolution. We facilitate compliant development with integrity, efficiency and professionalism. DOB is committed to becoming a premier municipal building organization, dedicated to enhancing the quality of life for all New Yorkers and making our city safer. We are committed to improving our performance and developing procedures that are streamlined, understandable and transparent. We are seeking a Help Desk Associate. The Help Desk Associate will provide top-notch technical support and ensure all clients receive the highest quality of service. The Help Desk Associate must have excellent communication skills, strong analytical and problem-solving skills and resilient customer service and collaboration skills. The Help Desk Associate will report directly to Deputy Director of Help Desk and will work closely with both DOB Infrastructure team and Office of Technology and Innovation (OTI). Duties and Responsibilities include but not limited to the following: - Monitoring and managing ServiceNow Helpdesk tickets, emails and calls in a timely manner. - Installing and configuring, desktop/laptop hardware and software as necessary. - Identifying and resolving technical hardware and software issues, including operating systems, endpoint devices and software issues. - Reloading and re-imaging of desktops/laptops and installing and optimizing hardware and software components. - Configuring, deploying, reimaging and troubleshooting a variety of software and browsers. - Providing remote desktop, laptop and VPN connection support for DOB’s staff participating in the Work from Home program. - Assisting users with preliminary identification of computer and application related issues. - Supporting Active Directory tasks, including password resets, account creation and decommissioning. - Managing user accounts and access permissions within Active Directory and assigning to proper groups as necessary. - Assigning and removing of endpoints to proper groups in Active Directory. - Onboarding and enrollment of endpoint devices onto Mobile Device Management (MDM) solutions. - Administrating, configuring and troubleshooting of MDM enrolled mobile endpoints and applications. - Administering MDM platform to securely deliver updates and applications to endpoint devices. - Continuously refining and improving MDM platform based on usage data and best practices. - Installing Cisco IP Phones and provide first level support and configuration. - Performing IMAC (Install, Move, Add, Change) activities for hardware and software deployments. - Performing high-level triage of ServiceNow tickets to assign to proper unit or specialist. - Escalating issues as required and ensuring a timely distribution of information within the organization to expedite resolutions. - Keeping stakeholders informed about ongoing issues and resolutions. - Maintaining and supporting documentation of processes on regular bases. - Acting as the single point of contact and following up with employees to ensure issues have been resolved while providing excellent customer service. - Following SLA guidelines and using SLAs as a measure to report progress, achievements, statistics and improvement plans to the upper management as necessary. - Maintaining inventory control, optimizing stock level, tracking and management. - Assisting with basic network functions including cabling and racking of equipment. CIVIL SERVICE STATUS ONLY PERMANENT COMPUTER ASSOCIATES (TECHNICAL SUPPORT), APPLICANTS WHO ARE REACHABLE ON THE COMPUTER ASSOCIATE (TECHNICAL SUPPORT) OPEN COMPETITIVE LIST, AND APPLICANTS AS INDICATED BELOW WILL BE CONSIDERED WILL BE CONSIDERED. Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York. REMOTE WORK This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program. COMPUTER ASSOC (TECH SUPP) - 13611 Qualifications 1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or" 2. An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or 3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or 4. Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above. Additional Information 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. Salary Min: $ 69,324.00 Salary Max: $ 79,723.00