Job Description

THIS POSITION MAY BE ELIGIBLE FOR REMOTE WORK FOR UP TO 2 DAYS PER WEEK, PURSUANT TO THE REMOTE WORK PILOT PROGRAM.

**ONLY PERMANENT EMPLOYEES IN THE TITLE, COMPARABLE TITLE (UNDER 6.1.9), ELEGIBLE FOR 55A, AND THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. EMAIL YOUR RESUME AND COVER LETTER TO [email protected] WITH THE JOB ID NUMBER, POSITION NAME IN THE SUBJECT LINE AND EMPLOYEE IDENTIFICATION NUMBER (EIN).

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to be educated consumers and to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp or on its social media sites, Twitter, Facebook, Instagram and YouTube.

DCWP is seeking a permanent** Network Engineer/ Computer Associate (Operations) to join its DoTSS Division to support the agency’s core business applications and operations. Responsibilities will include: Triage and support all application and connectivity issues including script management, role management, and account access issues. Provide telephone and email technical support on hardware, software, and network. Perform proper screening of calls and maintain clear documentation by utilizing Incident Management Systems. Train new staff and participate in Service Desk management projects that enhance the quality and efficiency of services.

The successful candidate will serve as Computer Associate (Operations) reporting to the IT Operations Team’s Deputy Director. Responsibilities will include:

- Troubleshooting Hardware and Software related issues;

- Installing and configuring desktops, remote desktop servers, laptops, printers, mobile devices, and other peripherals;

- Assist in remediation and Patching of Software including browsers, endpoint protection, applications and operating systems;

- Prepare Desktop PCs and laptops Images and their deployments;

- Active Directory administration (user profile setup/modifications, password resets, account lockouts);

- Create documentation for hardware and software implementations and changes;

- Provide technical support of audio-visual equipment for internal and client-facing meetings;

- Troubleshoot any connectivity issues between networks;

- Assist in managing Agency’s mobile devices via MDM;

- Work with vendors for troubleshooting and adopting best practice methods;

- Specification, installation, and testing of computer systems and peripherals within the established standards and guidelines;

- Provide support services on medium, high and complex issue for desktops and servers. Video Conference, Internet access, Microsoft O365 Email/Calendaring, Outlook Client network, security, printer services, and other Microsoft O365 applications. Make recommendations on appropriate hardware and/or software based on user needs and agency standard;

- Maintain computer equipment inventories; and

- Perform special projects and initiatives as assigned.

Qualifications

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or

2. A baccalaureate degree 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. A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above