Technical Support Technician

IN ORDER TO BE CONSIDERED FOR THIS POSITION CANDIDATE MUST BE SERVING PERMANENTLY IN THE TITLE OF TELECOMMUNICATION ASSOCIATE (DATA), OR BE REACHABLE ON THE OPEN-COMPETITIVE LIST, EXAM # 3061 OR ELIGIBLE UNDER THE 55-A PROGRAM. PLEASE INDICATE ON YOUR RESUME.

The New York City Department of Transportations (NYC DOT) provides safe, efficient, and environmentally responsible movement of pedestrians, goods, and vehicular traffic on the streets, highways, bridges, and waterways of the City's transportation network. NYC DOT rehabilitates and maintains the City's infrastructure, including bridges, tunnels, streets, sidewalks, and highways. The NYC DOT IT & Telecom division is an award-winning team leading business transformation through technology innovation to enhance the agency's ability to fulfill its mission. IT & Telecom acts as a strategic partner with all business units to promote technology initiatives by delivering quality service, and secure solutions that provide new and improved capabilities for the Agency. We work hard to embrace diversity and inclusion and encourage everyone in the division to bring their authentic selves to work every day. We offer our full-time employee's competitive salaries, excellent benefit options and perks that include: - Pension and Retirement Plans- Upon retirement, qualified members of the City's generous pension program receive a guaranteed salary and health benefits for the rest of their lives. There are also 401K and 457 plans available to supplement your retirement needs.
- Health Care Coverage- We offer a multitude of health care plans that are sure to meet the needs of you and your family.
- Dental and Vision Coverage- We offer a wide variety of excellent civil service title-based union dental and vision coverage for individuals and families.
- Paid Time Off- We offer paid vacation and sick time off which accrues over time based on your years of service.
- Professional Development - We offer numerous training programs, leadership development opportunities, and career coaching services, while encouraging employees to attend approved off and on-site trainings and seminars.
- Additional Perks - Our employees are eligible for discounts on top theme parks, hotels, shows, events, movies and more.
The Telecom Technical Support Technician plays a crucial role in maintaining the agency's mobile and telecommunication infrastructure, ensuring seamless connectivity and efficiency for all personnel. This position provides specialized support for telecommunication and mobile devices, including VOIP phones, smartphones, tablets, laptops, hotspots, and peripherals, ensuring their optimal performance. The technician is responsible for diagnosing and resolving technical issues related to VOIP systems, mobile devices, and applications, utilizing expertise in troubleshooting and system analysis. Additionally, the technician implements and oversees security protocols, including anti-virus setup and policy compliance, to safeguard agency devices from vulnerabilities.
Using mobile device management tools such as Microsoft Intune, the technician manages OS upgrades, patch deployment, and application installations, ensuring devices remain updated and fully functional. The technician configures and optimizes field staff devices to guarantee reliable connectivity and smooth operation in various work environments. IT asset management is also a key responsibility, including tracking hardware inventory, overseeing equipment lifecycle processes, handling IT salvage, and ensuring the efficient allocation of agency resources. Furthermore, the technician supports and maintains imaging processes for PCs, printers, and copiers, enhancing usability across office equipment.
The technician assists in onboarding new employees by preparing hardware setups and device configurations tailored to their specific roles. Helpdesk Level 1 support is another aspect of this position, as the technician responds to user inquiries with prompt troubleshooting and escalates complex issues when necessary. Managing Active Directory accounts, performing password resets, unlocking accounts, and configuring mobile device email setups are additional essential functions. The technician serves as a backup onsite support provider across all five boroughs, ensuring continuity of technical assistance and stepping into supervisory duties when needed to maintain operations. This position is integral to supporting agency staff with reliable technological solutions and fostering an efficient work environment.

TELECOMMUNICATIONS ASSOCIATE ( - 20246

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a data 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 data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area 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 data telecommunications/networking or in a pertinent scientific, technical, electronic or related area for a maximum of two years. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least 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 (Data)-Assignment Levels I, II, and III working for the City of New York; or
2) Performing analytical, planning, operational, technical, and/or administrative duties in a data 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 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.