Technical Support Technician

Telecommunications Associate

The New York City Department of Transportations (NYC DOT) provides safe, efficient, and environmentally responsible movement of pedestrians, goods, and vehicular traffic on the streets, highways, bridges, and waterways of the City's transportation network. NYC DOT rehabilitates and maintains the City's infrastructure, including bridges, tunnels, streets, sidewalks, and highways. The NYC DOT IT & Telecom division is an award-winning team leading business transformation through technology innovation to enhance the agency's ability to fulfill its mission. IT & Telecom acts as a strategic partner with all business units to promote technology initiatives by delivering quality service, and secure solutions that provide new and improved capabilities for the Agency. We work hard to embrace diversity and inclusion and encourage everyone in the division to bring their authentic selves to work every day. We offer our full-time employee's competitive salaries, excellent benefit options and perks that include:

• Pension and Retirement Plans
• Health Care Coverage
• Dental and Vision Coverage
• Paid Time Off
• Professional Development
• Additional Perks

The Telecom Technical Support Technician plays a crucial role in maintaining the agency's mobile and telecommunication infrastructure, ensuring seamless connectivity and efficiency for all personnel. This position provides specialized support for telecommunication and mobile devices, including VOIP phones, smartphones, tablets, laptops, hotspots, and peripherals, ensuring their optimal performance. The technician is responsible for diagnosing and resolving technical issues related to VOIP systems, mobile devices, and applications, utilizing expertise in troubleshooting and system analysis. Additionally, the technician implements and oversees security protocols, including anti-virus setup and policy compliance, to safeguard agency devices from vulnerabilities. Using mobile device management tools such as Microsoft Intune, the technician manages OS upgrades, patch deployment, and application installations, ensuring devices remain updated and fully functional. The technician configures and optimizes field staff devices to guarantee reliable connectivity and smooth operation in various work environments. IT asset management is also a key responsibility, including tracking hardware inventory, overseeing equipment lifecycle processes, handling IT salvage, and ensuring the efficient allocation of agency resources. Furthermore, the technician supports and maintains imaging processes for PCs, printers, and copiers, enhancing usability across office equipment. The technician assists in onboarding new employees by preparing hardware setups and device configurations tailored to their specific roles. Helpdesk Level 1 support is another aspect of this position, as the technician responds to user inquiries with prompt troubleshooting and escalates complex issues when necessary. Managing Active Directory accounts, performing password resets, unlocking accounts, and configuring mobile device email setups are additional essential functions. The technician serves as a backup onsite support provider across all five boroughs, ensuring continuity of technical assistance and stepping into supervisory duties when needed to maintain operations. This position is integral to supporting agency staff with reliable technological solutions and fostering an efficient work environment.