Position Summary:
The New York County District Attorney’s Office (DANY) has openings for IT Help Desk Specialists in its IT Department. In this position the Specialist is responsible for providing prompt and efficient technical support with varying degrees of complexity for all levels of DANY staff. Please note that this position requires a compressed and rotating work week schedule consisting of 3 weekdays and 1 weekend day (Saturday or Sunday) from 1:15pm to 11:00pm.

Responsibilities include but are not limited to:

• Perform high-level triage of computer and applications related problems to assign to proper unit or specialist.
• Act as resource to technicians and first line support telephone operators.
• Assist users with preliminary identification of computer and application related issues.
• Manage high volume IT Help Desk call center, with a high degree of professionalism.
• Escalate issues as required and ensure a timely distribution of information within the organization in order to expedite resolutions.
• Follow the client support guidelines as outlined by supervisor.
• Maintain support documentation as needed.
• Install, configure, and troubleshoot computer hardware and software.
• Accurately maintains Unit's all center tracking systems ensuring that calls are entered accurately and in a timely fashion.
• Troubleshoot both PC and Mac hardware and software.
• Perform other related duties and tasks as assigned.

Qualifications:

• Minimum three (3) to five (5) years relevant experience in supporting users.
• Strong technical background in computer hardware and software, and troubleshooting required.
• Knowledge of both PC and Mac hardware and software.
• Proficient in Microsoft Office products (including Windows 10 and Office 2016/365), with the ability to quickly learn and incorporate new releases and updates.
• Excellent interpersonal, organizational, and communication skills required.
• Ability to assist users with application related questions and issues.
• Ability to follow directions and apply proper policies, procedures and guidelines.
• Strong attention to detail and high concern for data accuracy.
• Dependable team player who works collaboratively and cooperatively with staff in a team-oriented environment.
• Ability to multi-task in a fast-paced environment, prioritize among competing needs, and respond quickly to requests for information.
• Ability to interact with all levels of staff and vendors.

Educational Requirements:

• Bachelor's degree or Associate's degree strongly preferred with relevant years of experience and/or training.
• HS diploma or equivalent required and additional years of experience may be substituted in lieu of Bachelor's or Associate's degree.

Preferred Requirements:

• Additional technical training a plus.
• Knowledge of iManage preferred.

Required Work Shift:

• Please note that this position requires a compressed and rotating work week schedule consisting of 3 weekdays and 1 weekend day (Saturday or Sunday) from 1:15pm to 11:00pm.

Commitment:

• One (1) year commitment to hiring department.

Additional Information:

• Pursuant to the Mayor’s Executive Order 75, as of August 2, 2021, all newly hired employees must be vaccinated against the COVID-19 virus, unless they have been granted a reasonable accommodation for religion or disability. If you are offered employment with DANY, this requirement must be met by your date of hire, unless a reasonable accommodation for exemption is received and approved at the time of your on-boarding process.