*ONLY PERMANENT EMPLOYEES IN THE COMPUTER ASSOCIATE (TECHNICAL SUPPORT) TITLE ARE ELIGIBLE TO APPLY. *

The New York City Administration for Children’s Services of Office of Information Technology (OIT) department has the responsibility to provide high quality, reliable, sustainable technology services and support to meet the needs of the families and children we serve through ACS and its vendor partners and other city agencies.

The Desktop Support unit within the Office of Information and Technology provides technical support for IT services to 7000 plus ACS users at 38 different locations. There are, on average, 60k service tickets processed by this unit annually. This position is responsible for providing Desktop support services to Child Protective Specialist (CPS) workers in all ACS field offices. These services include the provision, management, training and support of Desktop computers, laptops, printers, smart phones, tablets, conference room technology, staff moves, and database applications.

Under supervision, with latitude for independent action and the exercise of independent judgment, the Technician I is responsible for providing technical support to all ACS users for software, hardware, and network problems.

The duties of this position will include:

- Identify, diagnose, and resolve Tier II technical problems related to personal computer hardware, software applications, and mobile devices at assigned site(s)
- Deliver, setup, and configure end-user desktop & laptop computer hardware, software, Printers, Smart Phones, iPads, tablets, and peripherals
- Escalate problems (when required) to the appropriately experienced technician
- Learn appropriate software and hardware used and supported by the organization
- Assist in maintaining an inventory of IT hardware and software assets
- Assist in evaluating new technology
- Conduct end user technical training as needed
- Assist other members of the Technical Operations team with hardware/software/network technical assistance as needed
- Coordinate timely repair of computer equipment covered by the third-party vendor maintenance agreements
- Handle the moves which requires uninstall/install, lift and pack/unpack Desktop Computer equipment with peripherals
- Handle the disposal of the end of life equipment by following ACS’ standard procedures
- Field support calls and the emails related to IT support
- Use remote access software to troubleshoot technical problems
- Use Service Desk software to manage and prioritize assigned workload and update the problem tickets with detailed resolution
- Setup projectors and video conferencing equipment for user trainings and meetings as needed
- Required to work rotating shifts at any ACS location within the five boroughs of NYC to support 24x7 operations

1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"
2. An associate degree or 60 semester credits 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. Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

The preferred candidate should possess the following: - Working knowledge to install, configure & troubleshoot: Microsoft Windows 10, O365, Outlook/Exchange, Project, Visio, IE, Printers, desktop/laptop hardware components. - Experience configuring and supporting Tablets, Smart phones etc. - Knowledge of remote desktop access software preferably Bomgar to troubleshoot issues remotely. - Working knowledge of Local and Wide Area Networking. - Experience and knowledge of Microsoft Windows Server. - Knowledge of approaches, tools and techniques for recognizing and resolving technical (hardware, software, application) problems. - Certified in either A+, MCP or MCSE. - Strong interpersonal skills, problem solving and customer service skills. - Ability to multitask and perform in a high-paced/high-pressure environment. - Ability to work independently or within a group to resolve an issue. - Ability to communicate with different levels of the organization. - Strong team player with service-oriented attitude and customer focus. - Ability to provide effective and efficient real-time support for a variety of desktop computer users. - Proven experience with solving computer related issues via the phone or remote desktop.

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.