MOBILE SUPPORT TECHNICIAN

APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (OPERATIONS) CIVIL SERVICE TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE OR BE IMMEDIATELY REACHABLE ON EXAM NO. 8043.

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

Information Technology Services (ITS) is DSS’s technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.

The Mobile Technology within the Office of Technology Deployment Services (TDS) is part of Information Technology Systems (ITS) and works with three Agencies DHS, HRA and DSS by providing infrastructure solutions, conducts research, develops advanced technology solutions, and provides solutions throughout the entire lifecycle of product-reliant systems, from acquisition through sustainment. ITS is recruiting to fill one (1) Computer Associate Operations Level III, to function as Mobile Support Technician. The candidate must have a working knowledge in mobile and computer hardware and software; have great communications skills both written and verbal; have customer service experience and work with a team. The ability to prioritize, multitask, and clearly communicate resolutions to technical and non-technical staff when providing support received through help desk tickets; incoming calls; in-person, and via e-mails. Daily operations will include remote desktop assistance, managing onsite services and travel to in-city 5 boroughs DHS/HRA/DSS facilities. Tasks will include but not limited to configuring computer systems, mobile devices setup, and IT equipment deployments; managing Active Directory, disaster recovery, assessing and resolving hardware issues, installing applications, device drivers, System Center Configuration Manager (SCCM); inventorying assets and preparing reports.

The Mobile Support Technician will:

• Troubleshoot and/or triage all problems related to mainframe and mobile devices including windows
  
  

machines, iOS and android devices. This includes connectivity to mainframes, any system unavailability,

resource conflicts, email synchronization issues and mobile phone service outages at all HRA/DSS

locations throughout the city.

• Serve as a software, hardware, and OS specialist to deploy, manage, track and audit mobile devices.
• Enforce mobile device security, push software to devices and provide the organization with a real-time
  
  

inventory of active devices.

• Coordinate with DOITT, ITS/Production Control, ITS/Distribution Services and the ITS IT and Network
  
  

Infrastructure teams to ensure that sufficient resources are planned for and supplied for any project.

• Participate in meetings as a technical advisor with vendors, customers, and management to provide
  
  

feedback for problem resolution and to determine appropriate course(s) of action.

• Work with vendor and internal team of engineers who design, install, support, maintain an environment
  
  

for pre-production and production services that includes but not limited to e-Mail, MDM, AD, Windows,

and Desktop environments across several physical locations.

• Develop, test, and document processes & procedures to procure, configure, deploy, track, and audit
  
  

mobile devices.

• Provide immediate feedback to management when there are unresolved issues involving Production
  
  

work.

• Perform special projects and initiatives as assigned.
  
  

Hours/Shift:

Monday - Friday 9:00am - 5:00pm

Minimum Qualifications

• A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or
• A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described
  
  

in "1" above; or

• A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above
  
  

Preferred Skills

• Ability to communicate with the application development side of IT. - Effective influencing and negotiation skills in an environment where needed resources may not be directly controlled by this role. - Excellent analytical and execution skills. - Understanding of current technologies and practices. - Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to the user. - Utilize mobile device management tools including Microsoft Excel and Microsoft Project. Coordinate with Asset Management using the HRA ITEMS software for maintaining inventory interfacing with the user community to troubleshoot incidents via the mobile help desk, Magic and Service Now.
  
  

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 not required for this position

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.