Job Description

**ONLY THOSE PERMANENT IN THE CIVIL SERVICE TITLE OF COMPUTER ASSOCIATE OPERATIONS WILL BE CONSIDERED**

The mission of the New York City Police Department is to enhance the quality of life in New York City by working in partnership with the community to enforce the law, preserve peace, protect the people, reduce fear, and maintain order. The New York City Police Department strives to foster a safe and fair city through the strategic deployment of resources, focusing on both crime prevention and addressing quality-of-life concerns while building lasting community relationships.

Information Technology Services Division (ITSD) oversees critical projects and technological initiatives within the NYPD. They maintain and enhance the department's IT infrastructure. including networks, servers, and workstations. Notable, the ITSD has rolled out various advancements, such as equipping officers with cellular phones applications and digitizing department forms to improve efficiency.

ITSD's Customer Service Division is seeking a qualified Computer Associate Operations II. Under general supervision, the selected candidate will play an essential role in providing citywide technical diagnosis, active directory administration, queue management, and technical hardware provisioning. This role acts as a primary operational catalyst, balancing immediate service desk demands, remote user troubleshooting, and hands-on maintenance of specialized agency hardware.

The duties include the following, but are not limited to:
- Handle, analyze and resolve ServiceNow incident tickets citywide, implementing required technical correction to close issues effectively
- Answer incoming service desk phone calls, conduct diagnostic on end user issues, document troubleshooting steps, and create or assign incident tickets within appropriate ServiceNow groups
- Audit active ticketing queues several times a day, make systematic data corrections and route misassigned tickets to proper technical groups to minimize lag time and improve response speed
- Configure, replace, and troubleshoot job issued iPhones conducting data backups, performing full restores, setting up user profiles, and provisioning devices via AirWatch or Microsoft Intune
- Troubleshoot members of the service Body worn camera issues, manage camera transfers, upload device video footage to Evidence.com and resolve equipment issues through specialization ServiceNow tickets
- Provide high-quality face to face service to walk in members of service, managing documentation intake worksheets for phone or cameras and coordinating task priority with the designated Wheel Officer to ensure optimal workflow
- Document implementation procedures and solutions for resolved cases to streamline subsequent service activities and reduce recurring problems
- Maintain continuous lines of communication with supervisors regarding active or developing technical pain points and transition highly critical, unresolved incidents to Level 2 or Level 3 support



TO APPLY:
Click the Apply’ button below, or visit: http://cityjobs.nyc.gov and search for JOB ID #793146

HOURS/SHIFT:
Varies

ADDITIONAL INFORMATION:
In compliance with federal Law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

The City of New York offers a comprehensive benefits package including health insurance for the employee and his or her spouse or domestic partner and unemancipated children under age 26, union benefits such as dental and vision coverage, paid annual leave and sick leave, paid holidays, a pension, and optional savings and pre-tax programs such as Deferred Compensation, IRA, and a flexible spending account.

COMPUTER ASSOC (OPERATIONS) - 13621

Qualifications

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or

2. A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described
in "1" above; or

4. A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above

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.