Assistant Supervisor IT Help Desk

City of New York•New York, NY

8d•$99,209 - $120,000•Onsite

About The Position

The Office of Labor Relations (OLR) represents the Mayor in the conduct of all labor relations between the City of New York and labor unions representing employees of the City. The Commissioner serves on behalf of the Mayor as the City’s liaison with both labor and management in the private sector. The office is authorized by Executive Order 38 (February 7, 1967), amended by Executive Order 13 (July 24, 1990). Additionally, OLR administers the Health Benefits Program, Management Benefits Fund, Employee Assistance Program, Work Well NYC, Medicare Part B Reimbursement Program, and Pre-Tax Benefits & Citywide Programs, including the Deferred Compensation Plan and NYCE IRA. In addition to negotiating collective bargaining agreements, OLR serves as a resource to agencies regarding workforce labor issues and works with the Municipal Labor Committee (MLC) to pursue innovations in a variety of areas, particularly regarding City health insurance programs. OLR staff assist their fellow agencies in handling personnel and payroll issues, conducting labor-management meetings, representing the City at representation hearings, and handling all employee grievances and arbitration matters, while also negotiating collective bargaining agreements with the City's 149 bargaining units. This role is an Assistant Supervisor for the agency’s IT Operations Department. The position involves assisting with managing helpdesk support, managing ongoing projects and initiatives, and providing hardware and software support to OLR employees both on-premises and working remotely. Key responsibilities include installing new workstations, laptops, printers, and VoIP phones, as well as installing, configuring, and maintaining network switches, local Synology NAS, and VMWare servers hosted in OTI. The role requires performing troubleshooting analysis of network services, endpoint devices, and associated systems, documenting IT-related issues and resolutions, and monitoring system performance with implementation of performance tuning. Additionally, the Assistant Supervisor will manage network user accounts, permissions, and Office 365 email accounts, monitor network and security software on endpoint devices (e.g., CrowdStrike, McAfee), and support Mobile Device Management (MDM) for laptops, phones, and iPads. Support for various systems including door access security, video surveillance, and teleconference systems is also required. The position involves monitoring and applying security patches to OS and software applications, collaborating with colleagues to identify and implement effective IT solutions, and contributing to a positive, team-oriented work environment.

Requirements

Must be a current City employee.
Must be serving permanently in the title of Certified IT Administrator (LAN/WAN) or have taken the most recent Certified IT Administrator (LAN/WAN) Civil Service Exam and be reachable for appointment from the recruiting list.
Professional/vendor certification(s) in local area network administration that is required for the position to be filled.
A baccalaureate degree from an accredited college, and two years of satisfactory full-time (not classroom based) experience in local area network and/or wide area network planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management.
OR A four-year high school diploma or its educational equivalent and six years of satisfactory full-time (not classroom based) information technology experience of which at least 2 years must have been as described in '1'.
OR A satisfactory equivalent of education and/or experience equivalent to '1' or '2' above.
Education may be substituted for experience on the basis that 30 undergraduate semester credits from an accredited college is equivalent to 6 months of experience.
A master’s degree in computer science or a related field from an accredited college may be substitute for one year of experience.
All candidates must have at least one year of satisfactory (not classroom based) full-time information technology experience as described in '1' above.

Nice To Haves

Incumbents may be required to update existing and/or obtain additional professional industry-standard certification(s) for current and future technical environments(s) in which they may be assigned to work, as determined by the employing agency.

Responsibilities

Assist with managing helpdesk support.
Manage ongoing projects and initiatives.
Provide hardware and software support to OLR employees on-premises and working remotely.
Install new workstations, laptops, printers, and VoIP phones.
Install, configure, and maintain network switches, local Synology NAS, VMWare servers hosted in OTI.
Perform troubleshooting analysis of network services, endpoint devices, and associated systems.
Document IT-related issues and resolutions for future reference.
Monitor system performance and implement performance tuning.
Manage network user accounts, permissions, and Office 365 email accounts.
Monitor network and security software on endpoint devices including CrowdStrike and McAfee.
Monitor and support MDM for laptops, phones, iPads.
Support various systems including door access security and video surveillance systems and teleconference systems.
Monitor and apply security patches to OS and software applications.
Collaborate with colleagues to identify and implement effective IT solutions.
Contribute to a positive, team-oriented work environment.