*ONLY PERMANENT EMPLOYEES IN THE TITLE OF TELECOMMUNICATIONS ASSOCIATE (VOICE) ARE ELIGIBLE TO APPLY*

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $63,727-$73,277.

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 Telecom Management unit is responsible for telecom infrastructure and services to 7000 ACS users across all 37 locations. These services include the management and support of Telephone lines, Phone instruments, Data circuits, Interactive Voice Response (IVR) Systems, Auto Attendants, Call Centers, Video Teleconferencing, and Voice over IP (VoIP) phone system, Voicemail, Instant Messaging and Public Announcement Systems.

Under the supervision with moderate latitude for exercise of initiative and independent judgment, the Telecommunications Associate (Voice) is responsible to provide technical support to all ACS users on Telecommunication issues.

The candidate specific duties will include, but are not limited to:
- Provide Telecom Support, telephone repairs, moves, adds and changes at various ACS field offices including 3 24x7x365 sites Children’s Center and 2 Secure Detention Center facilities.
- Interface with Telecommunication vendors to resolve issues and for system upgrades.
- Interface with NYC OTI for implementation of Cyber Security patches/updates.
- Perform site surveys and participate in walk throughs to diagnose problems for moves, adds, changes, repairs, and telecom solutions.
- Perform required tasks for conversion of Centrex phone system to VoIP i.e., stations reviews, placement of instruments, interact with system integrator, testing and training.
- Manage data circuits (WAN, Internet, PRIs); interface with carriers, network team for the installation of new circuits and troubleshooting of existing circuits.
- Use of Telecommunications provisioning software and Cisco Hosted Collaboration Solution (HCS) to administer moves, adds and changes on ACS end users Centrex phones, VoIP phones and Voice Mail Systems.
- Use videoconference (VTC) infrastructure to connect multiple parties to video conferences and assist with the installation and troubleshooting of endpoints.
- Coordinate and liaise with ACS staff and Tech support technicians to ensure all video conferencing A/V setup requirements are met.
- Design and maintain the MDF, IDF, cable infrastructures at all ACS locations.
- Install, terminate, and test cabling of moderate distance.
- Coordinate and implement backbone cabling where necessary. Oversee cabling work performed by the vendors.
- Use ACS Telecom Inventory Management System to keep up to date inventory on voice and data lines, phone instruments assigned to locations/users.
- Process service requests & retrieve materials from inventory stock daily.
- Utilize Service Desk software to create problem tickets, manage assigned workload and update assigned problem tickets with detailed resolution.
- Conduct end user technical training or provide instructions as needed on Telecommunications instruments, VoIP, videoconferencing, and peripherals.

Note, candidate may be required to work at any ACS location within the five boroughs of NYC to support 24x7x365 operations.

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.

The preferred candidate should possess the following: - Five years of hands-on experience as Telecom Engineer managing telecom services. - Working knowledge of Microsoft Windows 10, Office 365/Exchange online, Browsers, MS Visio, and Project. - Experience with Verizon Enterprise Direct, Verizon CMAC, VMM, Interactive Voice Response Systems, Cisco Hosted Collaboration Solution (HCS). - Experience in recognizing and resolving Telecom (hardware, software, application) problems. - Good verbal and written communication skills. - Problem solving skills, customer service and interpersonal 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 Telecom issues, and users proven experience with solving telecom related issues via the phone. - Ability to work in small IDF closets. - Able to lift and move equipment weighing up to 50lbs.

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 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.