Technical Support Technician

Job DescriptionTHE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $56,106.00 $64,522.00THIS POSITION IS ONLY OPEN TO CANDIDATES WHO ARE PERMANENT (NOT PROVISIONAL) IN THE CIVIL SERVICE TITLE LISTED ABOVE.The Administration for Childrens Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community.ACS Office of Information Technology (OIT) is responsible for providing high-quality, reliable, and sustainable technology services as well as IT support to meet the needs of the families and children we serve through ACS, its vendor partners, and other City agencies.Within OIT, the Technical Support Unit provides technical support for IT services to 7,000+ ACS users across 38 geographically dispersed locations across NYC. On average, 60,000 service tickets are processed annually.OITs Technical Support Unit is seeking a Technical Support Technician who will be responsible for providing support to ACS users for software, hardware, and network problems.Under supervision with latitude for independent action and judgment, the Technical Support Technician will provide support services for all staff located at 151-20 Jamaica Avenue, Queens, New York from Monday Friday (9:00am 5:00pm). These services include the provision, management, training and support of desktop computers, laptops, printers, smartphones, tablets, video conferencing platforms, staff moves, and database applications. This location also provides technical services for mobile devices to staff from all field offices.The duties and responsibilities of the Technical Support Technician will include, but will not be limited to:- Identify, diagnose, and resolve Tier II technical problems related to personal computer hardware, software applications, and mobile devices at assigned sites.- Deliver, setup, and configure end-user desktop and laptop computer hardware, software, printers, smart phones, iPads, tablets, and peripherals.- Escalate problems, when required, to the appropriate experienced technician(s).- Learn appropriate software and hardware used and supported by the organization.- Assist in maintaining an inventory of IT hardware and software assets, and evaluating new technology needs, as required.- Conduct end user technical training and assist other members of the Technical Operations Team with hardware, software, network technical assistance, as needed.Note: The candidate will be required to work rotating shifts at any ACS location within the five boroughs of NYC to support 24x7 operations.ADDITIONAL INFORMATION: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:- Please go to www.cityjobs.nyc.gov or www.nyc.gov/ess for current NYC employees and search for Job ID#679428.- NO PHONE CALLS, FAXES OR PERSONAL INQUIRIES PERMITTED.- NOTE: ONLY CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.Qualifications1. 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; or3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience, as described in "1" above; or4. 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.Additional InformationThe 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.