New York City’s Public Engagement Unit (PEU) is the first of its kind in the United States. We seek to have an impact by proactively reaching individual residents and helping them access services for which they are eligible. We use innovative public awareness and grassroots organizing techniques; assign teams of experienced outreach specialists to help residents find and receive resources available with a particular focus on vulnerable, low-income residents. Complemented by building broad awareness campaigns, the program has built a strong model that has been applied to a variety of unique challenges enabling government to change the way in which their constituents receive service.

The Public Engagement Unit is seeking one (1) Telecommunications Associate (Voice) II to function as an IT Mobile Support Technician - Tenant Helpline to support large-scale City initiatives that use proactive strategies including grassroots outreach and new technologies. The selected candidate will perform ongoing technical service functions on desktop, laptop, telephony, and mobile device support. Triage and support all applications and connectivity issues including script management, role management, and account access issues. Provide telephone and email technical support on hardware, software, network, and telephony issues. Monitor, troubleshoot, repair or replace peripherals and/or related software.

IT Mobile Support Technician - Tenant Helpline will:

- Support mobile devices including smartphones, tablets, laptops (pc & MAC) and MiFi’s and other
peripherals agency wide

- Work closely with various HRA ITS teams

- Support Technician will be assigned a PEU location/s where they will be the point of contact for
onsite support technical needs

- Serve as the unit’s backup for all telecommunication services to include the IVR telephone system

- Create and manage assigned tickets using the Jira and or SNOW incident management system.

- Create and maintain documentation related to technical support, including a knowledge base for
end-users

- Assist in managing the PEU IT asset management process and inventory for all of PEU’s IT assets

- Perform research and makes 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.

- Travel to other PEU locations to provide onsite support as needed

- Perform special projects and initiatives as needed


Salary Range:
$60,550 - $76,735 (Annual)

Hours/Shift:
Monday – Friday 9am – 5pm or Tuesday - Saturday 10:30am – 6:30pm

Work Location:
165 E 126Th St., N.Y.

1. 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
2. An associate degree from an accredited college including or supplemented by 12 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 two years of experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above.

Special Note - Additional Requirements for Assignment Level IV

To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or
(2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

- Knowledge of iOS and Android devices - Knowledge of Windows and MAC laptops - Working knowledge of an Interactive Voice Response (IVR) - Working knowledge of a VOIP telephone system - Thorough knowledge of service desk functions and operations - Knowledge of Pulse Secure - A+ Certification - Network+ Certification - Strong knowledge of: Windows 7, Windows 10, MAC OS, MS Office 2010/2013, MS 365 - Knowledge of Google G-Suite Cloud, Zoom, MS Teams - Networking and network infrastructure knowledge - Knowledge of Jira and Service Now Incident Management systems - Asset Panda Asset Management tools - Strong written and verbal communication - Strong customer service experience and skills courteous telephone manner - Ability to lift 50 pounds - Ability to use a hand truck to move heavy boxes up to a weight of 75 pounds.

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.

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.

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.