DESKTOP SUPPORT TECHNICIAN

Job description

Company Description Job Description New York City Emergency Management (NYCEM) helps New Yorkers before, during, and after emergencies through preparedness, education, and response. NYCEM is responsible for coordinating citywide emergency planning and response for all types and scales of emergencies. We are staffed by more than 200 dedicated professionals with diverse backgrounds and areas of expertise, including individuals assigned from other City agencies. The Office of the Chief Operating Officer (COO) is comprised of Human Capital Management (HCM), Information Technology (IT), Support Services, and Geographic Information Systems (GIS). The Office of the COO is focused on implementing agency initiatives and strategies into daily operations to meet agency objectives and goals. The Information Technology (IT) unit provides all technology support for NYC Emergency Management staff, including hardware, software, and licensing. The unit also maintains the technology and computer systems of the entire agency and all its resources. 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. 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 - 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 - 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 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 - Other duties as assigned. **PLEASE NOTE THE FOLLOWING: The selected candidate will be assigned to an on-call Emergency Operations Center (EOC) team and will be expected to work non-business hours during some emergencies. These non-business hours include nights, weekends, holidays, and extended week hours outside of a 9AM-5PM schedule. The selected candidate will also participate in trainings to build skills and competencies in emergency response; will participate in drills and exercises associated with the on-call EOC team; and may volunteer to assist with Ready NY emergency preparedness presentations to external groups. EOC teams are on call for three weeks at a time, with six weeks off in between. Funding – This position is supported with a federal Emergency Management Performance Grant (EMPG) through 9/30/2026 with the possibility of an extension; the employee will be responsible for training requirements associated with this grant. ____________________ Candidates must be authorized to work in the United States without employer support to be eligible for selection. Note that NYCEM does not participate in eVerify, which is required for the reauthorization of some visas. The selected candidate will be required to be in person in the office location three days per week, with exceptions for extenuating circumstances. For this position, the “Special Note” below in the Minimum Qualification Requirements does apply. IN ORDER TO BE CONSIDERED FOR THIS JOB, PLEASE SUBMIT A SEPARATE COVER LETTER IN THE ATTACHMENTS SECTION OF THE APPLICATION PORTAL. PREFERRED SKILLS - 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. In addition, the selected candidate will be able to demonstrate a proven ability in the following areas, from the agency’s performance management model: Competencies: o Knowledge – possesses appropriate subject matter expertise. o Work Ethic and Productivity – produces consistently high quality, accurate, and on-time deliverables; takes responsibility, is dependable, and accountable, and follows through; is responsive to requests from leadership. o Strategic Problem Solving and Innovation – is thoughtful and deliberate in approach to solving problems; demonstrates innovation and creative thinking. o Effective Communication – communication is clear, precise, and timely; understands their audience and display confidence in delivering their message. o Teamwork – encourage collaboration and motivate others; is able to both lead and follow when necessary; is an active listener and consider a broad range of perspectives. **Studies have shown that women, people of color, and other under-represented groups are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are interested in finding the best candidate for the job and will consider any equivalent combination of knowledge, skills, education and experience to meet qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.** EMERGENCY PREPAREDNESS SPECIAL - 94612 Qualifications 1. 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 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 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 the areas listed “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. 4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must have a four-year high school diploma or its educational equivalent. Special Note: To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional 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.