IT MOBILE SUPPORT TECHNICIAN

NYC Department of Social Services; New York (NY); On-site; USD 68,000 - 94,000; Full time

Job summary

The NYC Department of Social Services is seeking a Telecommunication Associate (VOICE) II to provide IT mobile support. Responsibilities include troubleshooting and maintaining mobile devices and laptops, assisting with desktop support, and managing IT assets. Ideal candidates will have a strong background in telecommunications and excellent customer service skills.

Qualifications

• Experience in voice telecommunications or closely-related electronics.
• Ability to lift 50 pounds and use a hand truck.
• A+ Certification preferred.

Responsibilities

• Support mobile devices and troubleshoot issues.
• Maintain PC and MAC laptops.
• Assist with desktop support and manage IT asset inventory.

Skills

Knowledge of iOS and Android devices

Knowledge of PC and MAC laptops

Strong communication and customer service skills

Education

Baccalaureate degree in telecommunications or related field

Associate degree in telecommunications or related field

High school diploma or equivalent

Tools

Windows 7

Windows 10

MAC OS

MS Office 2010/2013

Google G-Suite Cloud

Job description

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.
• Troubleshoot 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 scanning, detecting, quarantining, and eradicating 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 telecommunication services to all 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, telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of relevant experience; or
• A four-year high school diploma or its educational equivalent and three years of relevant experience.

Additional Requirements for Assignment Level IV

To be eligible for Level IV, individuals must have at least two additional years of full-time experience performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications environment, with at least one year in a consultative or supervisory capacity.

Preferred Skills

• Knowledge of iOS and Android devices
• Knowledge of PC and MAC laptops
• Working knowledge of IVR and VOIP systems
• Service desk functions and operations
• A+ Certification
• Proficiency with Windows 7, Windows 10, MAC OS, MS Office 2010/2013
• Knowledge of Google G-Suite Cloud
• Networking and infrastructure knowledge
• Strong communication and customer service skills
• Ability to lift 50 pounds and use a hand truck for moving heavy boxes

This position is also open to qualified persons with disabilities through the 55-a Program. Please indicate your interest at the top of your resume and cover letter.

Residency requirement: NYC residency generally required within 90 days of appointment, with some exceptions based on employment history.

The City of New York is an equal opportunity employer committed to diversity and inclusion.

Salary Range: $68,150.00 – $93,400.00