Junior IT Services Engineer

City of New York•New York, NY

20h

About The Position

The Department of City Planning (DCP) plans for the future of New York City, working to create thriving and dynamic neighborhoods with access to housing and jobs, resilient infrastructure, and a vibrant public realm. The Department engages communities to develop inclusive plans, expands housing access and economic opportunity, and plans for long-term sustainability. DCP supports the City Planning Commission in its annual review of hundreds of land use applications. The Department also advises on citywide strategic and capital planning, analyzes data, conducts policy analysis, and creates open data and civic engagement tools. The Department of City Planning offers staff meaningful opportunities to help shape the future of New York City and address some of its most pressing challenges. The Department values public service, collaboration, and creativity, and supports professional development. Learn more about DCP and view current job openings at www.nyc.gov/planning. Information Technology Division’s (ITD) vision is to become a dynamic and vibrant technology delivery organization of the New York City government that leads business transformations and technology innovations to enable citizen-centric smart urban planning, while promoting a culture of collaboration, talent development, and equity. ITD is responsible for developing technology solutions to support agency needs and citywide requests, including City Charter mandates, grant funding requirements, and citywide geospatial services, and maintaining systems infrastructure and endpoint assets, to optimize operational efficiency, promote innovation, and collaborate with other city agencies to enhance service accessibility to citizens. The division provides necessary computing infrastructure and productivity-enhancing technology tools in a hybrid mode (on premise and in the cloud), to support DCP’s interdisciplinary staff across five boroughs, including planners, urban designers, project managers, and executive management. The division is comprised of experienced and talented software engineers, geographic specialists, service engineers, and technology leaders who specialize in managing system infrastructure, cyber security, geospatial data engineering, application services, and portfolio management. Within ITD, the Technical Support Management (TSM) unit is responsible for ensuring customer success by providing excellent Help Desk services, deploying, and maintaining endpoint devices such as workstations, laptops, phones, video conference systems, and peripheral devices, and performing inventory and asset management. The unit plays the crucial role of being the face of the IT Division, and employs a customer-centric and solution-oriented approach on prioritizing and resolving technical issues promptly and efficiently, by troubleshooting hardware and software problems, network connectivity issues, system errors, and user provisioning, while employing proactive measures on preventive maintenance, customer education, feedback integration, and constant improvement of support processes, and building awareness on cybersecurity best practices for endpoint security. TSM is also responsible for the support and management of the agency’s mission critical audio/video infrastructure. The ITD TSM unit is seeking a talented and versatile Junior IT Services Engineer to join its team of dedicated IT Services Engineers to assist with IT Support, technology asset management, and inventory control. Under supervision and general direction, the Junior IT Services Engineer’s responsibilities include, but may not be limited to:

Requirements

A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations
A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations
Education and/or experience which is equivalent to "1" or "2" above.

Responsibilities

Conducts the configuration, troubleshooting, and repair of desktop, laptop, and Apple equipment as directed by a member of the Technical Support Management (TSM) team.
Conducts the deployment of Laptops, Desktops, and peripheral devices to staff as directed by a member of the Technical Support Management (TSM) team.
Performs imaging of desktop and laptop devices as directed by a member of the Technical Support Management (TSM) team.
Performs the installation of software applications as directed by a member of the Technical Support Management (TSM) team.
Assists with software patch deployment to the Windows, MacOS, iOS and Android endpoint platforms as directed by a member of the Technical Support Management (TSM) team.
Provide Meeting Room Technology support for staff.
Perform Asset Management tasks as directed by a member of the Technical Support Management (TSM) team.
Provides software troubleshooting and resolutions.
Assists with the relinquishment of retired IT assets as directed by a member of the Technical Support Management (TSM) team.
Provides Audio/Video support for the DCP public engagements as directed by a member of the TSM Support Management (TSM) team.
Other duties and responsibilities as required.