NETWORK TECHNICAL SUPPORT ASSOCIATE

APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (TECHNICAL SUPPORT) CIVIL SERVICE TITLE, BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE. OR BE IMMEDIATELY REACHABLE ON EXAM NO. 1134.

The Office of Child Support Services (OCSS) works with New York City families to ensure noncustodial parents provide financial support for their children. Systems Operations & Support within OCSS provides network services connectivity, and systems security, integration management, authentication, and internet access for approximately 600 OCSS users across 13 different locations in all Borough offices on complex dual network which includes City and State network. This area maintains an inventory of approximately 900 computers on dual network and related accessories including printers, scanners, cell phones, MIFI devices, laptops, all which support OCSS’s collection of child support, which in FY2024 totaled more than $668 million annually. This has enabled OCSS to maximize and improve its ability to deliver quality services to our staff, clients, and to the public within New York City in a timely manner.

Under general supervision of a Certified Admin LAN/WAN, the Computer Associate (Tech Support) I operating as a Network Tech Support Associate, with latitude for the exercise of independent initiative and judgment, is responsible for providing the Agency with state-of-the art technical assistance in all aspects of but not limited to: hardware, software, complex network infrastructure, special projects, network/application security, equipment installation and moves, researching computer, equipment and/or software, mobile device setup and troubleshooting, and support of peripheral devices such as credit card machines and VOIP telephones. The Network Technical Support Associate provides technical information and hands-on support for all hardware/software application issues for OCSS' Local Network Operations on a daily basis, monitoring twelve (12) New York State OCSS locations offices throughout NYC encompassing the vital NYS applications such as Welfare Management System (WMS), and Automated State Support Enforcement Tracking System (ASSETS) with Centraport as their interface link of support.

The Systems Operations & Support unit is looking to hire one (1) COMP ASSOC TECH SUPPORT I to function as a Network Tech Support Associate who will:

Work to resolve high level technical operational difficulties resulting in user related problems, by gathering information from the users to formulate recommendations/resolve difficulties or to improve the workflow/delivery of services. Provides diagnosis and remedies to complex problems involving systems, operations, and data telecommunications equipment and/or software.

Provide the agency with technical expertise related to information technology systems including but not limited to hardware and software installation, configuration, maintenance and troubleshooting across.

Install, configure, maintain, and troubleshoot all peripheral equipment including but not limited to mobile devices, VOIP systems, credit cards, printers/scanners. Research, tests, and provides recommendations of computer equipment, mobile devices and associated requisite software products necessary to maintain or enhance the Agency’s operations environment. Use industry expertise and work experience to provide recommendations.

Maintain a data security and internal control environment adequate to protect agency assets and records. This includes adhering to IRS 1075 Directive, Mayoral Directive 81-2, and State and Local agency guidelines with respect to Electronic Data Processing Security, by maintaining/ensuring maintenance of agency specific computer security measures, to ensure that manual and electronic information processing data/systems/equipment are protected/safeguarded.

Work to completion special projects requiring an in-depth knowledge of but not limited to computer equipment, Software systems, and network infrastructure. Provide regular status updates to Director and Agency Lead.

Establishe and maintain uniform performance standards and efficient methods of work while working in a team environment. Provide regular updates to Directors of the Program Area.

COMPUTER ASSOC (TECH SUPP) - 13611

1. 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; 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. 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.

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.