Service Desk Technician – IT Support

About the role

The Mayor’s Office of Criminal Justice (MOCJ) is seeking a Service Desk Technician to deliver hands‑on technical support for desktop, laptop, mobile and audiovisual equipment across the agency. Reporting to the Director of IT Infrastructure, you will manage the daily support queue, troubleshoot issues, and ensure reliable, secure technology services for staff.

Key responsibilities

• Manage and prioritize incidents and service requests, ensuring resolution within SLA requirements.
• Prepare, configure, test, deploy, replace and recover computers, laptops, mobile devices and peripheral equipment.
• Provide end‑user assistance for network connectivity, remote access, software applications and hardware.
• Collaborate with vendors, the NYC Office of Technology and Innovation (OTI) and internal teams to resolve technical problems.
• Maintain Microsoft Windows 11 system images, software packages and deployment task sequences in SCCM.
• Support the rollout of OS updates, security patches, hot‑fixes, endpoint security tools and hardware upgrades.
• Generate regular service‑desk performance reports for IT leadership.

Required profile

• Strong troubleshooting and problem‑solving abilities.
• Excellent customer‑service and communication skills.
• Ability to manage competing priorities and work independently.
• Attention to detail in documentation and asset tracking.

Required skills

• Microsoft Windows 11
• Microsoft Endpoint Configuration Manager (SCCM)
• Endpoint security tools
• Software deployment and imaging
• Hardware and audiovisual equipment troubleshooting
• Mobile device management
• Remote access and network connectivity
• Operating‑system updates, security patches and hot‑fixes