IT Support Technician

The New York City Department of Environmental Protection (DEP) protects public health and the environment by supplying clean drinking water, collecting and treating wastewater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. We deliver 1.1 billion gallons of high quality drinking water per day to 8.5 million New York City residents and more than 1 million people in Upstate New York, and we collect and treat an average of 1.3 billion gallons of wastewater per day.New York City has approximately 140,000 catch basins, 114,000 hydrants, 90,000 valves, 14 gatehouses, 3 reservoirs, 68 groundwater wells, a 100-million-gallon underground storage tank and 7,000 miles each of both sanitary sewers and water mains. The responsibility of maintaining these vast networks falls under the Department of Environmental Protection?s Bureau of Water and Sewer Operations (BWSO).The Bureau of Water and Sewer Operations, Information Technology (IT) Support Unit is a technical team dedicated to providing the Bureau with the highest level of technical support, dependable service and timely problem resolution. Working in collaboration with the Agency?s centralized Office of Information Technology IT Service Desk; the unit is dedicated to the specific technology needs of the Bureau of Water and Sewer Operations. Under general supervision, with latitude for independent initiative and judgment, the selected candidates? responsibilities will include: Providing end-user technical support for computer/IT hardware, software applications/tools and information systems for the LAN, WAN and mobile working environments; Performs routine system health checks, functional testing, preventative maintenance and issue resolution tasks for the Bureau?s main headquarters and remote sites; Escalate complex and more operational impactful problems to IT Support II team for assistance; Deliver, setup and configure end-user hardware (desktop, laptop, tablets, printers, smartphones, peripherals) and software; Set up computer and audio video equipment for training, meeting and demonstration purposes; Test and deploy application and operating system updates, upgrades and security patches on workstations, laptops, tablets and mobile handheld; Assists with basic network issues; Troubleshoots basic VoIP phone issues; Perform various technical tasks as directed by the IT Support Unit Supervisor, including support of the Bureaus Continuity of Operations Plan (COOP) drills and activations; Log and track all issues within the Bureaus ticketing system, providing periodic status updates within the database until final issue resolution; Attends meeting as part of the IT Support team to discuss trends of inquiries, unit productivity and recommendations for continually providing excellence in IT customer support.

Minimum Qual Requirements

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time experience, acquired within the last eight years, working on large-scale mainframe computer operations or mainframe data communication networks; or 2. A baccalaureate degree from an accredited college and three years of satisfactory full-time experience, acquired within the last eight years, 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, acquired within the last eight years, 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, acquired within the last eight years, as described in “1” above.

Preferred Skills

? Strong desktop support experience with computer hardware/software/peripherals, within a large-scale, complex environment.? Working knowledge of Local and Wide Area Networking and Wireless infrastructure.? Working knowledge of VoIP telephone communication systems.? Solid technical knowledge of Windows, iOS and Android based operating systems across the LAN, WAN and mobile wireless environments.? Knowledge of communication protocols such as TCP/IP, LDAP, HTTP, DHCP and DNS.? Experience in the use of remote desktop access software, preferably Goverlan.? Excellent verbal communication skills for both telephone and interpersonal contact.? Customer Service and team oriented, with ability to articulate to the end user community and IT Support colleagues in clear, concise understandable terms.

Additional Information

Appointments are subject to OMB Approval.For additional information about DEP, visit www.nyc.gov/depDEP is an equal opportunity employer with a strong commitment to the diversity of our organization and workforce. Your voluntary response to the NYCAPS on-line application section for referral information will assist us tremendously in our ability to track the success of our outreach and recruitment efforts. Please be sure to indicate your source of referral to this job.

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Residency Requirement

New York City Residency is not required for this position