Senior Infrastructure Support Specialist, DIIT (13988)
Brooklyn, NY

Job Description

This title is in a civil service competitive class that is subject to examination. Position is only open to candidates who have permanent NYC civil service status as Computer Associate (Operations), or candidates who took the most recent Computer Associate (Operations) civil service examination.

Position Summary: The Senior Infrastructure Support Specialist will serve as a lead technical resource person responsible for administration, monitoring, troubleshooting, diagnosing, and problem-resolution of complex computer hardware systems and data communication protocols. Performs related work.

Reports to: Director, Enterprise Service Operations

Direct Reports: N/A

Key Relationships: Works closely with DIIT Tier III support teams, Service Desk Managers, and Directors.

Responsibilities

* Serves as Systems Administrator responsible for providing support for the Windows Servers infrastructure, including deploying, installing, configuring, maintaining, administering, and troubleshooting hardware and operating systems.
* Supervises a large and complex mainframe computer operations environment.
* Plans, assigns, and reviews the work of subordinates; responsible for the satisfactory completion of the projects and work performed.
* Leads, administers, and documents projects and directives.
* In conjunction with different support teams, schedules and applies production patches in support of operations maintenance cycles, as needed..
* Serves as team lead responsible for learning, leading, testing, and presenting new technology products and services to staff and management regarding operational server enhancement for school, administrative, and central sites.
* Develops, enhances, and maintains system and software operations in an effort to minimize downtime. Schedules, analyzes, and evaluates technical problems.
* Processes escalated issues from helpdesk team by performing Level II troubleshooting.
* Assists Tier 1-3 Server Operations team in standardizing, testing, and deploying large-scale server rollouts.
* Documents solutions to provide Helpdesk and Server Operations teams with more robust technical troubleshooting scripts to enhance departmental skills and resolution rates.
* Helps Maintain inventory and warranty master database for all development, QA, staging and production environments and creates and updates documentation for all tasks in accordance with Department of Education standards.
* Maintains error and system maintenance logs, administers replication and log shipping for all servers, and issues reports on a regular basis to appropriate support vendors.
* Manages and supports operational functions and improvements to Schools and Administrative offices Virtualization administration.
* Ensures adherence to procedures and policies in regard to the Administration of Servers in Central, Schools and Administrative sites, Active Directory, Server builds, configurations, and testing guidelines.
* Leads and assists in the development, implementation, and documentation of large-scale project-oriented tasks.
* Provides training and guidance in support of Tier II/III Field Operations in troubleshooting complex network and communication related issues.

Qualification Requirements:

Minimum

* A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and four years of satisfactory full-time computer operations experience, in a large-scale networked, multi-tiered, or mainframe computer environment, or four years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or
* A baccalaureate degree from an accredited college and five years of satisfactory full-time experience, acquired within the last eight years, as described in "1" above; or
* A four-year high school diploma or its educational equivalent and six years of satisfactory full-time experience, acquired within the last eight years, as described in "1" above; or
* A satisfactory combination of education and/or experience equivalent to "1", "2", or "3" However, all candidates must have at least two years of full-time experience, acquired within the last eight years, as described in "1" above.

Preferred

* Knowledge of rack and stack servers, such as ILO, IDRAC, etc.
* Knowledge of TCP/IP server/client communication.
* Knowledge of Active Directory.
* Knowledge of VMware Administration, Install, Configure, and Manage.
* Working knowledge of the IP protocol suite, specifically related to the applications and services that utilize the following protocols: FTP, DNS, WINS, HTTPS, RDP, DHCP, Print Services, CIFS, NFS, and PowerShell.
* Strong technical expertise and ability to diagnose and resolve complex server/mainframe computer operational issues.
* Prior experience and knowledge of NYC Department of Education (DOE) school infrastructure and technical environments a major plus.
* Knowledge of computer operations, telecommunications networks, and data processing hardware and software functions, capabilities, and interrelationships.
* Knowledge of DOE standards, procedures, and security and control methods and systems.
* Knowledge and experience with trouble ticketing systems such as Magic, Remedy, Cherwell etc.
* Strong interpersonal, leadership, and motivational skills.
* Excellent verbal, listening, problem-solving, and coaching skills.
* Advanced written and oral communication skills.
* Internal candidates preferred.

Salary: $81,905+

(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not make less than their current salary.)

Please include a resume and cover letter with your application.

Applications will be accepted through July 31, 2019, until 3:00 p.m.

NOTE: The filling of all positions is subject to budget availability.

This position is open to qualified persons with a disability who are eligible for the 55-a program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation. Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 1102, Brooklyn, New York 11201, or visit the OEO website at http://schools.nyc.gov/OEO