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Help Desk Support Technician


The New York City Criminal Justice Agency (CJA) is a non-profit pretrial service and research organization, operating under a contract with the City of New York. CJA provides pretrial services to about 250,000 persons arrested annually in New York City. Information collected about these arrestees and subsequent case processing is maintained in the agency’s internal and externally shared database systems, which are used to conduct descriptive and evaluation research on arrestee characteristics, case processing and court outcomes, and on issues in criminal justice policy in New York City. CJA’s programs operate in the criminal courts and detention facilities within the 5 boroughs of NYC, employing over 230 employees, citywide.


As a member of the Help Desk Support team, you are the first point of contact with the IT Department for the majority of the business and as such, you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently


  • This position fields all Help Desk calls and service tickets from users and creates the initial record of the request; resolves all level one end-user problems over the phone and in person. Passes all Level Two requests on to a  Network administrator; and contacts third-party vendors for warranty service repair.

  • Tracks and responds to request from end users for software and hardware support. Adheres to protocols for timely response to end users; to reduce and prevent unnecessary system down time and operational disruption.

  • This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.


  • Daily accountability for assigned Help Desk tasks to ensure consistent quality of service requests
  • Delivery of excellent technical support with outstanding customer service to achieve and ensure satisfaction 


  • Receive and log calls for assistance from employees and affiliates, via the Help Desk line or mailbox
  • Setup, configuration, troubleshooting of hardware and software
  • Record all requests received in our Help Desk ticketing system
  • Resolve all requests expeditiously
  • Provide desk side support when necessary
  • Track the progress of requests through to successful completion
  • Communicate to customers’ information regarding system outages as well as updates on their requests
  • Communicate any escalation of issues and or problems to proper management
  • Work on projects within the Help Desk and within other divisions


  • Bachelors degree in Information Technology or 4 years information technology experience
  • A+ Certification a plus


  • Minimum of 4 years Help Desk experience with an emphasis on troubleshooting and resolving issues
  • Must possess a working knowledge of the following:
    • Microsoft Office, 20102013\2016 (Word, Excel, PowerPoint, Outlook)
    • Windows (7, 8 & 10) desktops and laptops; Mac OS a plus
  • Active Directory concepts and administration
  • Microsoft Lync\Skype for Business
  • Mobile Devices (iPhones & Android)
  • AV conference room equipment a plus
  • Experience with ticketing system (i.e. ServicePro, Service Now, Zendesk, Track it, etc)


  • Excellent oral, listening, writing skills and customer service skills
  • Strong problem solving, time management and organizational ability
  • Must be detail oriented with strong organization skills
  • Ability to multi-task and prioritize workload
  • Reliable, Flexible, Patient, Approachable
  • Team Player, self-motivated, creative, goal-oriented
  • Demonstrate a commitment to a high level of customer service
  • Work well with other members of the team, respect ideas and contributions from others, maintain self-control in difficult situations, and work well with people at all levels

SALARY: Commensurate with experience

LOCATION: Lower Manhattan

HOURS: To be determined

BENEFITS: CJA offers a very generous benefit plan including health, dental and vision insurance, 4 weeks' vacation, paid holidays and a retirement plan with employer matching contributions


This person should be able to use their skill and discretion to make sound decisions and or take responsibility for his/her own actions.


This position requires minimum travel



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