IT Support Specialist

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply. *
**This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program. **
The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

DCWP is seeking a Senior Support Specialist to join its IT Services Division to support the agency’s core business applications. In this role, you will be responsible for providing advanced support to end-users, customers, or internal teams by troubleshooting complex technical issues, mentoring junior support staff, and contributing to process improvements. You will play a critical role in maintaining high customer satisfaction and ensuring timely resolution of escalated support cases.
Major Responsibilities:
- Serve as a primary escalation point for complex support issues that cannot be resolved by Tier 1 support;
- Troubleshoot and resolve advanced hardware, software, application, and network-related issues;
- Deploy applications, scripts and policies through SCCM and Workspace One;
- Collaborate with engineering, producion support, and QA teams to resolve deep-rooted technical problems;
- Document solutions and create internal knowledge base articles to support team learning and self-service;
- Monitor and ensure timely resolution of all open and escalated tickets;
- Mentor and coach junior support team members; provide training as needed;
- Analyze support trends and recommend improvements to processes, tools, and products;
- Participate in on-call rotations and handle high-priority incidents when required; and
- Stay current with company products, services, and industry best practices.

COMPUTER ASSOC (OPERATIONS) - 13621

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or

2. A baccalaureate degree 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. 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 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.