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.

Information Technology Services (ITS) is recruiting for one (1) IT Infrastructure Engineer, to function as Rightfax Systems Administrator, who will:

- Support HRA DSS/DHS environments, including the design, administration, maintenance, and support of the enterprise RightFax platform. Ensure reliable fax communications, secure system performance, and seamless integration with agency applications while working closely with technical teams, stakeholders, and vendors.

- Leverage the agency’s functional areas of evaluation, diagnostics, and strategy to enhance end-to-end RightFax support. Monitor system health, troubleshoot issues, and maintain stability to minimize downtime and sustain operational readiness across HRA and DHS.

- Manage and support enterprise RightFax operations by applying patches, performing upgrades, monitoring queues, and maintaining routing rules, to ensure high system availability. The engineer will install and support modules, connectors, and firmware while maintaining compliance with agency security and technical standards.

- Support business units transitioning from physical fax machines to the RightFax web-based platform. Provide user training, assist with phonebooks and mailbox configurations, and guide users on fax operations, signatures, overlays, delegate access, and interpret system codes or error messages.

- Collaborate with application groups, system administrators, and vendors to deliver coordinated support, system upgrades, licensing management, and technical escalations. Respond to and resolve complex infrastructure issues, participate in incident response, and perform root cause analysis for recurring problems.

- Monitor and maintain the RightFax environment through proactive review of alerts, logs, performance indicators, and capacity metrics. Maintain system documentation including configuration standards, diagrams, SOPs, troubleshooting guides, and maintenance records, to ensure clarity and consistency.

- Proactively prevent outages and ensure consistent, high-performing integrations by supporting agency initiatives involving system migrations, expansions, consolidations, and new enterprise integrations. Play a critical part in sustaining reliable communication services and operational effectiveness across DSS.


Hours/Shift:
9:00am-5:00pm

IT INFRASTRUCTURE ENGINEER - 95714

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to datacenter engineering and operations, cloud engineering and operations, complex IT infrastructure engineering; or,

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to datacenter engineering and operations, cloud engineering and operations, complex IT infrastructure engineering; or,

3. Education and/or experience which is equivalent to "1" or "2" above.

- Proven experience administering OpenText RightFax in an enterprise environment, including installation, configuration, routing, queue management, and system performance tuning. - Strong knowledge of Windows Server, Active Directory, IIS, DNS, SQL Server, and core network protocols such as TCP IP and SMTP. - Demonstrated capability integrating RightFax with Microsoft Exchange, Office 365, multifunction printers, and other enterprise applications. - Knowledge of fax routing, DID configuration, and telephony technologies including PRI, SIP, T.38, and FoIP. . - Proficiency with RightFax Web Client functions such as sending and managing faxes, maintaining phonebooks, using billing codes, and viewing fax history. - Experience performing advanced troubleshooting and log analysis, including resolving transmission failures and diagnosing telephony or network issues. - Familiarity with automation or scripting tools such as PowerShell, and experience supporting fax workflows in government or large multi-site environments. - OpenText RightFax Administrator certification or the ability to obtain certification, along with strong analytical, communication, and documentation skills.

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.