Desktop Support Technician

Under the supervision of the Director of Information Technology, the candidate will assist staff with technical support of desktop and laptop computers, applications, and related technology.

Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique problems.

The position utilizes one-on-one consultancy to end-users. The position’s responsibilities require independent analyses, communication, and problem-solving.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Assist staff with configurations and the ongoing usability of desktop computer peripheral equipment (ex. KVM) and software within established standards and guidelines, including troubleshooting issues with software, hardware, and operating systems
• Work with vendor support contacts to resolve technical problems with Audio Video equipment & desktop computing equipment, and software
• Maintain and updates desktop and laptop images
• Maintain the integrity of the technology inventory system
• Review/escalate/resolve helpdesk tickets
• Work with procurement staff to purchase hardware and software The selected candidate will be expected to staff the Emergency Operations Center (EOC), will be assigned to a periodic EOC Team for activations, and will be expected to work non-business hours during emergencies.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• The selected candidate will also participate in drills and exercises, assist with Ready NY presentations to external groups, and undertake special projects as assigned.
• Coordinate IT-related interagency planning activities, such as meetings and workgroups
• Assists in coordinating IT-related adoption of final emergency management plans
• Identifies and resolves IT-related gaps in existing emergency management plans
• Coordinate IT-related activities in the field during large multi-agency incidents; coordinates requests for IT resources; work with government agencies to provide IT assistance
• Other duties as assigned

1. A master’s degree from an accredited college in emergency management, public administration, urban planning, engineering, economics, political science, the physical sciences or related field and one year of satisfactory full-time professional experience in one or a combination of the following: emergency management, fire, police, or military service, public safety, public health, public administration, urban planning, engineering, or another specialized area to which the appointment is to be made; or
2. A baccalaureate degree from an accredited college and two years of satisfactory full-time professional experience in the areas listed in “1” above; or
3. A four-year high school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and six years of satisfactory full-time professional experience in the areas listed in “1” above, at least two years of which must have been in one of those areas, or another specialized area to which the appointment is to be made.

Preferred Skills

• Windows 10/11; Office 2019, Microsoft 365, Azure AD
• Helpdesk Software experience, Track-it / ServiceNow preferred
• Audio Video Experience, Exterity preferred
• Call Recording software Experience, NICE recording preferred
• iOS/Android Device Experience; Citrix, Intune & Apple MDM Experience preferred
• Detail-orientated, as well as excellent multitasking skills a plus
• Recommended Certifications: MTA, MCP, MCSA