Service Desk Analyst

TASK FORCE: Information Systems

UNIT: Service Desk Operations

JOB TITLE: One (1) Assistant Analyst/Analyst

CONTROL CODE: OTH-25-01

SUMMARY:

The Mayor’s Office of Management and Budget (OMB) is the City government's chief financial agency. OMB's staff of analysts and experts assembles and oversees the Mayor’s expense and capital budgets, which fund the services and activities of approximately 90 City agencies and entities.

Within OMB, the Information Systems Task Force supports the agency’s staff by providing the hardware, software and technical/operations support necessary for budget preparation and analysis. The Information Systems staff provide support for financial reporting and analysis, application development and support that is not part of a broader citywide initiative, publication support during the financial plan process, and technical support to the OMB user community.

JOB DESCRIPTION:

The Service Desk Analyst will serve as the front-line IT support for OMB and be an agile problem solver providing a high-level of customer service to OMB staff. The analyst will contribute to improving IT operations and infrastructure by evaluating, testing, and integrating new technologies and recommend IT service process improvements.

The duties of this position encompass the following activities:

- Serve as the first point of contact for employees seeking technical assistance via phone, email, or in-person.
- Diagnose and resolve technical hardware and software issues, including operating systems and across a range of devices. (Windows 10/11, Microsoft 365, iOS, Android, Cisco, etc.)
- Install, configure, and upgrade computer hardware and software.
- Maintain and update inventory of all equipment, software, and licenses.
- Monitor and respond to IT help desk tickets in a timely and efficient manner.
- Provide guidance and training to users on basic system and computer functions.
- Assist with setting up and supporting telecommunication and audio-visual equipment and devices.
- Maintain detailed documentation of technical issues and resolutions.
- Collaborate with other IT team members to address complex technical problems.
- Follow up with employees to ensure issues have been resolved and provide excellent customer service.

DESIRED SKILLS:

- Working foundational knowledge of ITIL processes such as change management and incident management.
- Broad understanding of enterprise IT ecosystem and dependencies.
- Proven experience as a Help Desk Technician or other customer support role.
- Tech-savvy with a working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues. Willingness and ability to learn new technology quickly
- Excellent interpersonal skills and the ability to maintain working relationships with staff, City officials, government agencies, and other stakeholders with utmost professionalism
- Outstanding written and communications skills
- Knowledge of Active Directory client/server environments; Office 365/Azure AD experience a plus. Various Windows scripting knowledge a definite plus.
- Ability to work independently and as part of a team

REQUIREMENTS:

Assistant Analyst ($58,851+): Bachelor’s degree in IT, Computer Science, or a field related to Information Systems, with zero to one year of full-time experience as a Help Desk technician or other customer support role.

Analyst ($74,893): Bachelor's degree in IT, Computer Science, or a field related to Information Systems and a minimum of two years of full-time experience in an IT Help Desk role.

1. A baccalaureate degree from an accredited college.

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.