IT Operations Support

IT Operations Support 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 13 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. Minimum Qualifications (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. 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. 1. Bachelor's degree in information technology, Computer Science, or a related field or equivalent work experience. 2. 35 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. 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 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.