Technical Support Technician

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $56,106-$64,522.

ONLY PERMANENT EMPLOYEES IN THE COMPUTER ASSOCIATE (TECHNICAL SUPPORT) TITLE ARE ELIGIBLE TO APPLY.

The Administration for Children's Services (ACS) protects and promotes the safety and well-being of New York City's children and families by providing child welfare, juvenile justice, and early care services. The New York City Administration for Children's Services of Office of Information Technology (OIT) department has the responsibility to provide high quality, reliable, sustainable technology services and support to meet the needs of the families and children we serve through ACS and its vendor partners and other city agencies. The Technical Support unit provides technical support for IT services to 7000 plus ACS users at 38 different locations. There are, on average, 60k service tickets processed by this unit annually.

The Technical Support Technician will be responsible for providing technical support to all ACS users for software, hardware, and network problems. Specific duties will include but not limited to:

• Provide necessary IT service window coverage, distribute, and collect wireless equipment.

• Complete final configuration of smartphones and laptops, and other information technology equipment as necessary.

• Assist with walk-ins for all types of Mobile technology issues.

• Process and collect documentation as required, including signature.

• Reactivate wireless services for staff returning from leave.

• Identify, diagnose, and resolve Tier II technical problems related to personal computer hardware, software applications, and mobile devices at assigned site(s).

• Deliver, setup, and configure end-user desktop and laptop computer hardware, software, Printers, Smart Phones, iPads, tablets, and peripherals.

• Assist with maintaining inventory of hardware and software assets.

• Assist with evaluating new technology.

• Conduct end user technical training as needed.

• Assist other members of the Technical Operations team with hardware, software, and network technical assistance as needed.

• Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements.

• Handle the moves which requires installation of desktop computer equipment with peripherals.

• Handle the disposal of the end-of-life equipment by following ACS' standard procedures.

• Field support calls and emails related to IT support.

• Use remote access software to troubleshoot technical problems.

• Use service desk software to manage and prioritize assigned workload and update the problem tickets with detailed resolution.

• Setup projectors and video conferencing equipment for user trainings and meetings as needed.

Note, the selected candidate will be required to work rotating shifts at any ACS location within the five boroughs of NYC to support 24x7 operations.

ADDITIONAL INFORMATION

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $56,106-$64,522.

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY

APPLICATIONS MUST BE SUBMITTED ELECTRONICALLY USING ONE OF THE OPTIONS BELOW:

For current city employees, go to Employee Self Service (ESS), Recruiting Activities, Careers and search for Job ID#626219.

For all other applicants go to www.nyc.gov/careers and search for Job ID#626219. Click on the "Apply" button.

If you do not have access to a computer, most public libraries have computers available for use.

Only candidates selected for an interview will be contacted.

Minimum Qualifications

1.A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"

2.An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described in "1" above; or

3.A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or

4.Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

Preferred Skills

The preferred candidate should possess the following:

• Ability to learn appropriate software and hardware used and supported by the organization.

• Install, configure and troubleshoot: Microsoft Windows 10, O365, Outlook/Exchange, Project, Visio, IE, Printers, desktop/laptop hardware components.

• Ability to work independently or within a group to resolve an issue.

• Experience configuring and supporting Tablets, Smart phones etc.

• Knowledge of remote desktop access software preferably Bomgar to troubleshoot issues remotely.

• Working knowledge of Local and Wide Area Networking.

• Experience and knowledge of Microsoft Windows Server.

• Knowledge of approaches, tools and techniques for recognizing and resolving technical (hardware, software, application) problems.

• Certified in either A+, MCP or MCSE.

• Strong interpersonal skills, problem solving and customer service skills.

• Ability to multitask and perform in a high-paced/high-pressure environment.

• Ability to communicate with different levels of the organization.

• Strong team player with service-oriented attitude and customer focus.

• Ability to provide effective and efficient real-time support for a variety of desktop computer users.

• Proven experience with solving computer related issues via the phone or remote desktop.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.