Junior IT Support Engineer

Authorization to work in the United States is required for this position. The NYC Department of City Planning does not offer sponsorship, of any kind, for any type of employment opportunity. Applicants are responsible for ensuring that they meet all minimum qualifying requirements for this position at the time of application.

THE AGENCY
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.

THE DIVISION
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, Audio/Visual (AV) infrastructure, and productivity-enhancing technology tools in a hybrid mode (on premise and in the cloud), to support DCP’s City Planning Commission (CPC) hearings and Review Sessions, the 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 DCP endpoint devices such as desktop workstations, laptops, phones, printing systems, the operational management and support of the agency’s mission critical Audio/Visual (A/V) infrastructure, 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.

THE ROLE
The ITD TSM unit is seeking a talented and versatile Junior IT Support Engineer to join its team of dedicated IT Services Engineers to assist with the operations and support of the DCP mission critical Audio/Visual (AV) infrastructure systems and IT infrastructure. This hybrid role ensures smooth delivery of meetings, events, and day-to-day technology operations across the organization. Under supervision and general direction, the Junior IT Support Engineer’s responsibilities include, but may not be limited to:

- In close coordination with multiple teams, and as directed by a member of the TSM team, ensure that all Standard Operating Procedures and checklist documentations are kept up to date.
- Perform weekly testing, calibration, and preventative maintenance on the AV infrastructure in accordance with established checklist, and as directed by a member of the TSM team.
- The day-to-day operations of the AV infrastructure for the DCP Planning Commission, Review Sessions, and other meetings as directed by a member of the TSM team.
- The thorough logging of all anomalies involving the AV infrastructure in the IT ticketing system.
- Support live events, conferences, hybrid meetings, and webinars involving the Microsoft Teams and Zoom Video Conferencing platforms by a member of the TSM team.
- Provide onsite training and support for presenters and meeting organizers, ensuring smooth audio, video, livestreams, and lighting performance as directed by a member of the TSM team.
- The set up, operation, and break down AV equipment including microphones, speakers, projectors, displays, cameras, switchers, Mi-Fi devices, Laptop, and control systems for external engagements as directed by a member of the TSM team.
- Ensures that all AV infrastructure assets lifecycle management are accurately reflected in the IT asset systems, as directed by a member of the TSM team.
- Diagnose and resolve audio, video, and connectivity issues quickly and professionally.
- Engage with vendor support for problem resolutions as directed by a member of the TSM team.
- Provides technical support for desktops, laptops, mobile devices, and peripherals as directed by a member of the TSM team.
- Provides troubleshoot network connectivity issues (wired and wireless) and resolutions as directed by a member of the TSM team.
- Install, configure, and update software and operating systems as directed by a member of the TSM team.
- Assist with patching, imaging, and deployment of desktop and laptop devices as directed by a member of the TSM team.
- Support printers, conference room PCs, and shared IT resources.
- Assists with the relinquishment of retired AV and IT assets as directed by a member of the TSM team.
- Other duties and responsibilities as required.

TO APPLY:
Please visit: https://cityjobs.nyc.gov/ and follow the steps below:

1. Search for job ID number: 770666
2. Click on the job business title: Junior IT Support Engineer
3. Click on “Apply Now” at the bottom of the posting

Note: All interested candidates must submit their applications via https://cityjobs.nyc.gov/. Applications via regular mail, fax or e-mail will not be accepted.

Authorization to work in the United States is required for this position. The NYC Department of City Planning does not offer sponsorship, of any kind, for any type of employment opportunity. Applicants are responsible for ensuring that they meet all minimum qualifying requirements for this position at the time of application.

Only applicants under consideration will be contacted. Appointments are subject to Office of Management and Budget (OMB) approval.

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.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and labor unions.

NOTE: If you would like to request a reasonable accommodation during your visit or have questions regarding the accessibility of our facilities, please reach out to [email protected] or call 212-720-3508 at least three business days prior to your arrival.

IT SERVICE MANAGEMENT SPECIALI - 95713

1. 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;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" 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.