Under general supervision, the IT Support Analyst provides technical support to all NYCHA central office and field staff. The selected candidate will be responsible for diagnosing and resolving hardware and software products and equipment to ensure optimal performance and end user satisfaction; advising and training users and troubleshooting all issues in a timely and accurate fashion; documenting, tracking and monitoring problems to identify trends. Candidate must exercise some initiative and independent judgment in all phases of work. Candidate will report to the Service Desk Manager within the Information Technology Service Management Department.

The Support Analyst will provide technical assistance to NYCHA, with a focus on all areas of IT support and customer satisfaction on various initiatives. The candidate must have technical knowledge of mobile voice/data technology, IVR (Interactive Voice Response) system, desktop telephones, computers, laptops and associated software and operating systems. The selected candidate must have the ability to prioritize, multitask and clearly communicate with technical and non-technical staff when providing support received through service desk tickets, incoming calls and via e-mail.

Key Responsibilities include, but are not limited to the following:

- Deliver frontline technical support for central office, field staff, and community-serving facilities via phone, email, self-service portal, and MS Teams.
- Diagnose and resolve mobile smartphone, desktop telephone, Genysys Voice, hardware, software, and network-related issues; escalate complex problems as needed.
- Troubleshoot and resolve issues related to voice communications quality, data connectivity and cellular coverage.
- Log and manage incidents and service requests in ServiceNow. Maintain accurate records and call documentation.
- Provide user support for NYCHA applications, including Maximo, Genysys Voice, and Microsoft Office.
- Create and maintain user training materials and technical documents for all break-fix solutions for other team members.
- Communicate service outages and maintenance updates.
- Collaborate with internal IT teams to document and implement new procedures or technologies.

NOTE: IF THIS APPOINTMENT IS MADE ON A PROVISIONAL BASIS PURSUANT TO 65 OF THE NYS CIVIL SERVICE LAW, NO TENURE OR PERMANENCE ACCRUES TO AN INCUMBENT IN THIS POSITION BY VIRTUE OF SUCH APPOINTMENT.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please click on the link below:

https://bit.ly/55aProgram

Additional Information

1. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.
3. NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

TELECOMMUNICATIONS ASSOCIATE ( - 20247

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.

REQUIRED SKILLS: - Experience in supporting and assisting users via phone, email, self-service and MS Teams in an office environment. - Experience in supporting and working knowledge of Microsoft Windows, Teams, Microsoft office, Genysys Voice, IOS and Android. - Foundational knowledge of enterprise LAN/WAN network technologies such as routers, firewalls, switches, wireless access points, voice/data lines etc. - Extensive experience of overseeing a large enterprise customer base and troubleshooting hardware, software mobile and data/voice telecommunication technologies. - Excellent desktop/laptop computer skills. - Troubleshooting/problem-solving skills. - Self-motivated and self-directed. - Outstanding customer service, oral, written communication skills, and courteous telephone manner and ability to convey information clearly and effectively. - Collaborative team spirit. - Possess a technical understanding of a variety of IT user devices, mobile data/voice telecommunication technologies. PREFERRED SKILLS - Operational knowledge and experience using ServiceNow, an IT Service Management software platform. - Familiarity with ITIL basics.

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/.

NYCHA has no residency requirements.

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.