IT MOBILE SUPPORT TECHNICIAN

IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM, WHEN IT BECOMES AVAILABLE, TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.

The NYC Public Engagement Unit (PEU) identifies and executes proactive strategies to connect more New Yorkers to key City services. Relying heavily on data analytics, new technologies, and large-scale outreach tactics, the unit identifies New Yorkers in need of assistance and helps them navigate and obtain city services.

The Public Engagement Unit is seeking one IT Mobile Support Technician to perform ongoing technical service functions in desktop, laptop and mobile device support. He or she will monitor, troubleshoot, repair or replace hardware, peripherals and/or related software.

PEU is recruiting for one (1) Telecommunication Associate (VOICE) II to function as an IT Mobile Support Technician who will:

• Support mobile devices including smartphones, tablets, laptops, MiFi’s and other peripherals
  
  

agency wide.

• Trouble-shoot smartphone and tablet issues with applications and software.
• Work closely with the HRA ITS mobile team on diagnosing anti-virus and/or spyware issues
  
  

including scan, detect, quarantine, and eradicate viruses, worms, and malware on tablets

and laptops.

• Maintain PC and MAC laptops.
• Assist with desktop support issues, serving as a backup onsite support technician to cover the
  
  

telecommunication services to all the sites in five boroughs.

• Perform research and make recommendations on appropriate hardware and/or software
  
  

based on the needs of the PEU staff.

• Work with PEU IT Director on the solicitation of competitive bids for selected mobile hardware
  
  

and services.

• Create and manage assigned tickets.
• Manage the PEU IT asset management process and inventory for laptops, tablets and mobile
  
  

devices.

• Travel to various PEU locations to provide onsite support.
• Other duties and responsibilities as required.
  
  

Work Location: Manhattan - 260 11th Ave, New York, NY 10001

Hours/Shift: Monday - Friday, 9:00am-5:00pm

TELECOMMUNICATIONS ASSOCIATE ( - 20247

Minimum Qualifications

• A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
• An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
• A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above.
  
  

Special Note - Additional Requirements For Assignment Level IV

To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or

• Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.
  
  

Preferred Skills

• Knowledge of iOS and Android devices - Knowledge of PC and MAC laptops - Working knowledge of an Interactive Voice Response (IVR) - Working knowledge of a VOIP telephone system - Thorough knowledge of service desk functions and operations - A Certification - In-depth understanding with strong knowledge of: Windows 7, Windows 10, MAC OS, MS Office 2010/2013 - Knowledge of Google G-Suite Cloud - Networking and network infrastructure knowledge - Strong written and verbal communication - Strong customer service experience and skills courteous telephone manner - Ability to lift 50 pounds - Ability to use a hand truck in order to move heavy boxes up to a weight of 75 pounds.
  
  

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.

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.