Computer Network Specialist

Tasks & Duties

• Support the PEU team’s technical and data needs, including outreach technologies and internal systems and tools used across the agency.

• Tasks

• Support data collection, validation, and quality assurance processes across outreach and case management systems.

• Assist in maintaining and troubleshooting data pipelines and integrations between EngageNYC (Salesforce) and external systems such as VAN, Google Workspace, and call center platforms.

• Develop, maintain, and optimize datasets used for reporting, analysis, and operational decision-making.

• Create and manage dashboards and reports to track outreach performance, case activity, and program outcomes.

• Implement and monitor data governance practices to ensure data accuracy, consistency, and compliance with City standards.

• Support the maintenance of databases and ensure proper data storage, access controls, and security protocols are followed.

• Collaborate with IT and program teams to resolve data-related issues and improve system functionality.

• Provide technical support related to data tools and reporting platforms used by PEU staff.

• Assist in onboarding and off-boarding processes as they relate to system access and data permissions.

• Document data processes, workflows, and system configurations to support audit readiness and knowledge sharing.

• Travel to various PEU locations to provide onsite technical or data support as needed.

• Perform other related duties and responsibilities as required.

• Other duties and responsibilities as required

Required Skills

A minimum of 2 years of experience with the following skill sets:

• Knowledge of iOS and Android devices, including support for mobile applications and data collection tools

• Knowledge of PC and Mac laptops, including troubleshooting, system maintenance, and support for data access and reporting tools

• Working knowledge of Interactive Voice Response (IVR) systems and call center technologies, including data capture and reporting components

• Working knowledge of VOIP telephone systems, including integration with reporting and analytics platforms

• Thorough knowledge of service desk functions and operations, including ticket management, incident tracking, and documentation of data-related issues

• A+ Certification or equivalent foundational IT support certification

• In-depth understanding of Windows and Mac operating systems and productivity tools, including support for data analysis and reporting environments

• Knowledge of Google Workspace, including Sheets and Drive for data management, reporting, and collaboration

• Knowledge of networking and network infrastructure, including support for secure data transmission and system connectivity

• IT service management and asset management tools such as Fresh Service, as well as familiarity with incident and data request tracking systems

• Basic knowledge of data management concepts, including data validation, data quality assurance, and report generation

• Familiarity with data reporting and visualization tools (e.g., dashboards, spreadsheets, or BI tools) to support operational and outreach reporting

• Strong written and verbal communication skills, including the ability to document technical and data processes clearly

• Strong customer service experience and skills, with the ability to support both technical and data-related inquiries in a professional manner