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 selfsufficiency as quickly as possible.

Information Technology Services (ITS) is DSSs technology services organization. ITS mission is to support the daily emergent and longterm 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 productreliant 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 nontechnical staff when providing support received through help desk tickets; incoming calls; inperson and via emails. Daily operations will include remote desktop assistance managing onsite services and travel to incity 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 realtime

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 preproduction and production services that includes but not limited to eMail 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

COMPUTER ASSOC (OPERATIONS) 13621

Qualifications :

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations and two years of satisfactory fulltime computer operations experience in a largescale networked multi tiered or mainframe computer environment or two years of satisfactory data communications network experience working in a mainframe or multitiered computer environment; or

2. A baccalaureate degree from an accredited college or university and three years of satisfactory fulltime experience as described in 1 above; or

3. A fouryear high school diploma or its educational equivalent and four years of satisfactory fulltime experience as described

in 1 above; or

4. A satisfactory combination of education and / or experience equivalent to 1 2or 3 above. However all candidates must have at least two years of fulltime experience as described in 1 above

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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work : Employment Type :

Fulltime

Key Skills

Mobile Device Management,Customer Service,Mobile Devices,Retail Sales,Telephony,Vehicle Maintenance,Automotive Diagnostics,Welding,IOS,Soldering,Sales Support,Troubleshooting

Vacancy : 1