What are the responsibilities and job description for the Team Leader position at NYC Careers?
*ONLY PERMANENT EMPLOYEES IN THE SUPERVISING COMPUTER SERVICE TECHNICIAN TITLE OR THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST EXAM#1178 ARE ELIGIBLE TO APPLY. *
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 Office of Information Technology, Infrastructure and Support Provides, manages, and supports the Agency’s technology infrastructure, software and services. Infrastructure and Support comprises the Service Desk, IT Technical Support, Infrastructure, Production Support, and Telecom Management. The Technical Support Unit provides technical support for IT services to 7000 ACS users across all 37 locations. This position will be assigned at ACS Secure Detention location at 560 Brook Avenue, Bronx (Horizon Juvenile Center) on a 5-day work schedule from 3:00PM-11:00PM on Tuesday-Saturday.
Under supervision, with latitude for independent action and the exercise of independent judgment, the Team Leader is responsible to provide and manage Tier II technical support to ACS users for software, hardware, and network problems. The candidate specific duties will include:
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 Office of Information Technology, Infrastructure and Support Provides, manages, and supports the Agency’s technology infrastructure, software and services. Infrastructure and Support comprises the Service Desk, IT Technical Support, Infrastructure, Production Support, and Telecom Management. The Technical Support Unit provides technical support for IT services to 7000 ACS users across all 37 locations. This position will be assigned at ACS Secure Detention location at 560 Brook Avenue, Bronx (Horizon Juvenile Center) on a 5-day work schedule from 3:00PM-11:00PM on Tuesday-Saturday.
Under supervision, with latitude for independent action and the exercise of independent judgment, the Team Leader is responsible to provide and manage Tier II technical support to ACS users for software, hardware, and network problems. The candidate specific duties will include:
- Oversee the day-to-day operations of Technical Support unit within the assigned region.
- Assign and prioritize tasks to the technicians using Service Desk software and monitor the distribution of workload.
- Liaise with user community directors and mangers to ascertain their technology needs at their offices and assist them in attaining those needs.
- Escalate unresolved technical issues to Level 3 by providing concise description and supporting information.
- Lead IT projects related to hardware/software rollouts/refresh.
- Enforce Quality Assurance by reviewing the documented resolutions and work logs of other techs in the Service Desk software.
- Handle escalated customer support issues efficiently keeping customer satisfaction high.
- Troubleshoot to resolve technical issues related to personal computer hardware, software applications, and mobile devices as needed.
- Deliver, setup, and configure end-user desktop & laptop computer hardware, software, Printers, smartphones, tablets, and peripherals as needed.
- Maintain inventory of IT hardware and software assets.
- Coordinate, prepare and provide end user technical training and/or documentation as needed.
- Provide work direction, problem resolution, and training to other technical support personnel as needed.
- Coordinate timely repair of IT equipment covered by the third-party vendor maintenance agreements.
- Oversee the moves which requires uninstall/install, lift and pack/unpack Desktop Computer equipment with peripherals.
- Enforce ACS’ standard procedures for the disposal of the end-of-life equipment.
- Field escalated support calls and the emails related to IT support.
- Use remote access software to troubleshoot technical problems.
- Support video conferencing platforms for virtual meetings.
- Setup projectors and video conferencing equipment for user trainings and meetings as needed.
- Must be able to lift and move Desktop computers, printers, and other equipment weighing up to 50lbs as needed
- May require to be on rotating shifts at any ACS location within the five boroughs of NYC to support 24x7 operations.
Minimum Qual Requirements
1. A four-year high school diploma or its educational equivalent approved by a State's Department of Education or recognized accrediting organization and four years of satisfactory, full-time experience in computer maintenance and repair, one year of which must have been in the supervision of staff performing computer
maintenance and repair; or
2. Education and/or experience equivalent to "1" above. Graduation from a certified technical training program in computer maintenance and repair may be substituted for one year of the general experience. Experience of the type described in "1" above may be substituted for high school on the basis of one year of experience for each year of high school. However, all candidates must have the one year of supervisory experience as described in "1" above.
maintenance and repair; or
2. Education and/or experience equivalent to "1" above. Graduation from a certified technical training program in computer maintenance and repair may be substituted for one year of the general experience. Experience of the type described in "1" above may be substituted for high school on the basis of one year of experience for each year of high school. However, all candidates must have the one year of supervisory experience as described in "1" above.
Preferred Skills
The preferred candidate should possess the following:
- Working knowledge to install, configure & troubleshoot: Microsoft Windows 10, O365 Apps, Outlook, Project, Visio, Edge, Printers, desktop/laptop hardware components.
- Experience configuring and supporting Tablets, Smartphones 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 work independently or within a group to resolve an issue.
- 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.
Additional Information
THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $61,470-$70,691.
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.
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.
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.
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.
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# 582261.
For all other applicants go to www.nyc.gov/careers and search for Job ID# 582261. 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.
For current city employees, go to Employee Self Service (ESS), Recruiting Activities, Careers and search for Job ID# 582261.
For all other applicants go to www.nyc.gov/careers and search for Job ID# 582261. 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.
55-a 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 Svc 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 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.
Salary : $61,470 - $70,691
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