IT Operations Support

*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 or compressed schedule), 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 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. The successful candidate will oversee the deployment, configuration, and ongoing support of mobile devices, laptops, desktops, and endpoint security solutions. In addition, the specialist will provide technical support to end users, ensure the reliability and performance of systems, and maintain compliance with DCWP and NYC cybersecurity standards, policies, and best practices.

Major 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.

(1) 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

(2) 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 (3) A four-year high school diploma or its educational equivalent and five years of satisfactory, fulltime 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 (4) 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.

• 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.

1. Bachelor’s degree in information technology, Computer Science, or a related field; or equivalent work experience. 2. 3–5 years of experience in a technical support or customer support role. 3. Proven track record in resolving complex issues in a fast-paced environment. 4. Strong problem-solving and critical-thinking skills. 5. Excellent written and verbal communication skills. 6. Experience with support tools such as Service Now, Zendesk, Jira, or equivalent. 7. Familiarity with common operating systems (Apple IOS, Android, Windows, MacOS), cloud platforms, and ticketing systems.

What We Offer • Competitive salary and benefits package • Flexible working hours and remote work options • Career development and training opportunities • Supportive and inclusive team culture • Paid time off and wellness programs

In addition, the NYC Department of Consumer and Worker Protection (DCWP) offers competitive salaries and the following benefits:

Paid Time Off and Holidays • Paid time off for vacation and personal leave • Paid time off for sick leave • A generous holiday package of up to 13 days

Health Benefits • Medical insurance plans • Dental and vision insurance plans • Employee Assistance Program (EAP)

Financial and Savings Benefits • 529 College Savings Plan • Direct Deposit • Flexible Spending Account Programs • New York City Municipal Credit Union Savings Program • Transit Benefit Programs Retirement and Pension Plans • New York City Employee Retirement System (NYCERS) pension plan • New York City Deferred Compensation Plan (DCP) 401(k) and 457 plan

Additional Benefits for Union Members • Disability Insurance • Health Club Reimbursements • Life Insurance • Supplemental Hospital Coverage • Tuition Reimbursement *Please note only employees represented by a labor union may qualify for additional benefits provided by the union welfare fund. Student Loan Forgiveness • DCWP qualifies as a public service employer, which means our employees may be eligible for the Public Service Loan Forgiveness (PSLF) program. If you have federal student loans, you may be able to have your loans forgiven by working full-time in public service. To learn more about PSLF and its eligibility requirements, visit the Public Service Loan Forgiveness Program website. Employee Discounts • Apple and Dell products • Cell phones and plans • Gym memberships • Special pricing on event tickets through Barclay Center, Plum Benefits and Working Advantage • And more!

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.