*** This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed with the City ***

*** ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. ***

***To Apply: Email your resume and cover letter to dcwpjobs@dcwp.nyc.gov with the Job ID number and Position Name in the subject line.***

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to be educated consumers and to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp or on its social media sites, Twitter, Facebook, Instagram and YouTube.

DCWP is seeking a Help Desk Technician / Computer Associate (OP) to join its IT Services Division to support the agency’s core business applications. Responsibilities will include Triage and support of all hardware, software and connectivity issues. Creating and utilizing scripts such as batch and PowerShell in performing duties. Perform role management, Endpoint security management, Mobile device management and procurement. Participate in Service Desk management projects that enhance the quality and efficiency of services.
The successful candidate will serve as Computer Associate (Operations) L2 reporting to the IT Operations Team’s Deputy Director. Responsibilities will include:

- Troubleshooting Hardware and Software related issues.

- Installing and configuring desktops, remote desktop servers, laptops, printers, mobile devices, and other peripherals.

- Assist in remediation and Patching of Software including browsers, endpoint protection, applications and operating systems.

- Prepare Desktop PCs and Laptops Images and their deployments.

- Active Directory administration (user profile setup/modifications, password resets, account lockouts).

- Create documentation for hardware and software implementations and changes.

- Provide technical support of audio-visual equipment for internal and client-facing meetings.

- Troubleshoot any connectivity issues between networks.

- Assist in procuring and managing Agency’s mobile devices.

- Print License Documents for both DCWP and DoHMH.

- Work with vendors for troubleshooting and adopting best practice methods.

- Monitor ticket queue/email and pro-actively take appropriate action, including act as first line of contact for all trouble ticket issues, actively respond to customer requests, tasks, change requests and other scheduled activities within the SLA requirements.

- Make recommendations on appropriate hardware and/or software based on user needs and agency standard.

- Maintain computer equipment inventories.

- Perform special projects and initiatives as assigned.

1. 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

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

3. A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described
in "1" above; or

4. 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

- Hardware/Software Support: Technical expertise on Windows 10 and 11 and Mac OS Environments - Knowledge of Office 365 Products including deploying to Agency’s Desktop PCs. - Knowledge of creating and taking images of PCs and Laptops using Tools such as Symantec Ghost Solution Suite. - Network Troubleshooting: Good understanding of TCP/IP, LAN, WAN, VPN and Internet technologies. - Wireless/Mobile Technologies: Wi-Fi and commercial wireless technologies VMWare Workspace One UEM mobile device management. - Communication & Collaboration: Excellent verbal and written communication skills. Ability to collaborate with various teams. - Documentation: Create and maintain documentation related to technical support, including a knowledge base for end-users. - Special Projects: Perform special projects and initiatives as needed. - Analysis: Ability to analyze and understand complex business processes. - Provide exceptional customer service. - Familiarity with Microsoft Azure, cloud computing, and Microsoft Dynamics 365 platform server provisioning and load balancing.

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.

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/.

New York City Residency is not required for this position

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.