IT Operations Support

About the role

The NYC Department of Consumer and Worker Protection (DCWP) seeks a Support Specialist to join its IT Services Division. This role is responsible for administering, securing, and maintaining the Agency’s Mobile Device Management (MDM) infrastructure and Active Directory environment.

Responsibilities

• Administer and maintain Omnissa Workspace One UEM, including device enrollment, provisioning, deployment, and lifecycle management.
• Configure and enforce device compliance, security baselines, access controls, application deployment, and operating system protection policies.
• Configure and manage Workspace One UEM Smart Groups, Certificates, Profiles, Baselines, and Scripts.
• Monitor device health, inventory, compliance status, and endpoint security alerts; support audits and compliance reporting.
• Perform remote device management functions, including lock, wipe, reset, recovery, and troubleshooting.
• Deploy, update, test, and support enterprise applications, mobile productivity tools, and application distribution groups.
• Assist with desktop and laptop imaging, deployment, and endpoint management.
• Manage Active Directory users, groups, device assignments, onboarding, and offboarding activities.
• Provide Tier 1-3 support for iOS, Android, Windows, and macOS devices, resolving issues related to enrollment, authentication, email, VPN, Wi-Fi, certificates, applications, and connectivity.
• Provide helpdesk support and assist with ad hoc projects as needed.
• Maintain asset inventories, technical documentation, knowledge base articles, user guides, and training materials.
• Coordinate with vendors and internal IT teams to resolve escalated issues and educate users on device security best practices.

Qualifications

• A four-year high school diploma or its educational equivalent plus a certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
• A baccalaureate degree from an accredited college and four years of satisfactory, full-time experience as described in 1 above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
• A four-year high school diploma or its educational equivalent and five years of satisfactory, full-time experience as described in 1 above, including one year of which must have been in a project leader capacity or as a major contributor on a complex project; or
• A satisfactory combination of education and/or experience which is equivalent to 1, 2, or 3 above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and three years of satisfactory, full-time large-scale mainframe computer operations or three years of satisfactory data communication network experience in a mainframe environment, one year of which must have been in a project leader capacity or as a major contributor on a complex project.

Preferred Skills

• Experience administering MDM/UEM platforms such as Microsoft Intune or Omnissa Workspace ONE
• Industry certifications (e.g., ITIL, CompTIA, Microsoft, Omnissa)
• Experience supporting SaaS, enterprise applications, or cloud-based infrastructure
• Scripting knowledge (e.g., Python, PowerShell, Bash) is a plus

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

PLEASE NOTE: New York City residency is required within 90 days of appointment. However, City employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.

Additional Information

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.