THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $96,129-$106,129.

*ONLY PERMANENT EMPLOYEES IN THE TELECOMMUNICATIONS ASSOCIATE (VOICE) 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 ACS OIT Infrastructure and Support unit provides, manages, and supports the Agency’s technology infrastructure, software, and services. Infrastructure and Support comprises the Service Desk, IT Technical Support, Infrastructure, Production Support, and Telecom Management. Under the supervision of the Director of Telecommunications, with latitude for independent action and the exercise of independent judgment, the Telecommunications Team Leader is responsible to provide and manage Telecommunications services.

The candidate specific duties will include:
- Oversee the day-to-day operations of the Telecom unit within the assigned region.
- Assign and prioritize tasks to the technicians using Service Desk software and monitor the distribution of workload.
- Conduct site surveys and liaise with user community directors and mangers to ascertain their Telecom needs.
- Escalate unresolved Telecom issues to senior IT staff by providing concise description and supporting information.
- Lead Telecom projects related to setup new sites, upgrading infrastructure and refresh equipment.
- Enforce Quality Assurance by reviewing the documented resolutions of other techs in the Service Desk software.
- Interface and Manage Telecom Vendors to resolve Telecom related issues and system upgrades.
- Handle escalated customer service issues efficiently keeping customer satisfaction high.
- 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.
- Coordinate, manage the relocation and new setup of staff for all voice related services; deliver, setup, and configure phone instruments as needed.
- Use ACS Telecom Inventory Management System to keep up to date inventory on the voice and data lines and Telecom equipment.
- Coordinate, prepare and provide end user technical training and/or documentation as needed.
- Provide work direction, problem resolution, and training to other technical support personnel as needed.
- Enforce ACS’ standard procedures for the disposal of the end-of-life equipment.
- Field escalated support calls and the emails related to telecom support.
- Prepare technical requirements/specifications/proposals/reports/design documents for Telecom services and equipment i.e. VoIP, Video conferencing etc. as needed.
- Develop and execute migration plan of existing Centrex services to VoIP environment including the configuration and distribution of the software.
- Required to work at any ACS location within the five boroughs of NYC to support 24x7 operations.

ADDITIONAL INFORMATION

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $96,129-$106,129.

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY

APPLICATIONS MUST BE SUBMITTED ELECTRONICALLY USING ONE OF THE OPTIONS BELOW:

For current city employees, go to Employee Self Service (ESS), Recruiting Activities, Careers and search for Job ID#610708.

For all other applicants go to www.nyc.gov/careers and search for Job ID#610708. Click on the "Apply" button.

If you do not have access to a computer, most public libraries have computers available for use.

Only candidates selected for an interview will be contacted.

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: - 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). - Ability to recognize and resolve 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 Telecommunications issues, and users proven experience with solving related issues via the phone.

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.