NETWORK TECHNICAL SUPPORT ASSOCIATE

New York City, NY • Manhattan, NY

71d

About The Position

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.

Requirements

• 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.
• An associate degree or 60 semester credits from an accredited college or university and three years of satisfactory, full-time experience as described above.
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described above.
• Education and/or experience equivalent to the above.

Responsibilities

• 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.
• Provide 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.
• Install, configure, maintain, and troubleshoot all peripheral equipment including but not limited to mobile devices, VOIP systems, credit cards, printers/scanners.
• Research, test, and provide recommendations of computer equipment, mobile devices and associated requisite software products necessary to maintain or enhance the Agency's operations environment.
• Maintain a data security and internal control environment adequate to protect agency assets and records.
• Work to completion special projects requiring an in-depth knowledge of computer equipment, software systems, and network infrastructure.
• Establish and maintain uniform performance standards and efficient methods of work while working in a team environment.

Benefits

• Public Service Loan Forgiveness eligibility
• Potential for federal loan forgiveness programs and state repayment assistance programs

What This Job Offers

• Job Type: Full-time
• Industry: Justice, Public Order, and Safety Activities
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees