Support Technician

Job Title: Technical Support Technician

Client: NYC Administration for Children's Services (ACS)

Location: 110 William Street, New York, NY (100% Onsite)

Duration: Long-Term Contract

Work Hours: Monday - Friday (9:00 AM - 5:00 PM | 35 Hours/Week)

Job Overview


The Administration for Children's Services (ACS) is seeking two Technical Support Technicians II to provide hands-on technical support for mobile devices and end-user systems. This role is critical in ensuring uninterrupted IT services for over 7,000 users across multiple locations.


The ideal candidate will have strong experience in desktop support, mobile device management, and troubleshooting Tier II technical issues in a fast-paced environment.

Key Responsibilities

• Provide on-site technical support at the IT Digital Support Center
• Configure and deploy smartphones, tablets, laptops, and other IT equipment
• Troubleshoot and resolve Tier II hardware, software, and mobile device issues
• Support walk-in users with mobile and desktop-related issues
• Manage distribution and collection of wireless/mobile devices
• Install, setup, and maintain desktops, laptops, printers, and peripherals
• Use Service Desk tools to track, prioritize, and resolve support tickets
• Escalate complex issues to senior technical teams when required
• Coordinate repairs with third-party vendors
• Provide end-user training on IT systems and devices
• Support video conferencing tools and conference room setups
• Assist with evaluation and implementation of new technologies

Required Qualifications

• Minimum 2+ years of hands-on experience in desktop and mobile device support
• Strong knowledge of hardware, software, and application troubleshooting
• Experience supporting Android smartphones, tablets, laptops, and desktops
• Familiarity with Service Desk / ticketing systems
• Strong problem-solving and analytical skills
• Excellent customer service and communication skills
• Ability to work in a fast-paced, high-pressure environment
• Ability to work independently and as part of a team

Preferred Skills

• Experience supporting video conferencing platforms
• Knowledge of ITIL practices or structured support environments
• Exposure to enterprise IT environments with large user bases
• Experience working with third-party vendors for hardware support