Computer Associate Operations II

Only permanent employees in the civil service title of Computer Associate Operations will be considered.

About the role

The Information Technology Services Division (ITSD) oversees critical projects and technological initiatives within the NYPD, maintaining and enhancing the department's IT infrastructure, including networks, servers, and workstations. The Customer Service Division is seeking a Computer Associate Operations II to provide 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.

Responsibilities

• Handle, analyze, and resolve ServiceNow incident tickets citywide, implementing required technical corrections to close issues effectively.
• Answer incoming service desk phone calls, conduct diagnostics 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 Body Worn Camera issues for members of the service, manage camera transfers, upload device video footage to Evidence.com, and resolve equipment issues through specialized ServiceNow tickets.
• Provide high-quality face-to-face service to walk-in members of the service, manage documentation intake worksheets for phones or cameras, and coordinate 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 communication with supervisors regarding active or developing technical pain points and transition highly critical, unresolved incidents to Level 2 or Level 3 support.

Requirements

• 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
• A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described above; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described above; or
• A satisfactory combination of education and/or experience equivalent to the above, with at least two years of full-time experience in a large-scale networked, multi-tiered, or mainframe computer environment.

Preferred Skills

• Knowledge of Active Directory, DNS, DHCP, TCP/IP, and LAN/WAN.
• Experience with Windows 11, Windows Server 2016/2019/2021, and Microsoft 365.
• Strong customer service skills, including maintaining a courteous and professional telephone presence to support both technical and non-technical users.
• Sharp problem-identification and troubleshooting skills, with a creative and adaptable approach to resolving unique or persistent technical issues.

Benefits

The City of New York offers a comprehensive benefits package, including:

• Health insurance for the employee and their spouse or domestic partner and unemancipated children under age 26.
• Union benefits such as dental and vision coverage.
• Paid annual leave, sick leave, and holidays.
• A pension and optional savings and pre-tax programs such as Deferred Compensation, IRA, and a flexible spending account.

Pay

$71,434.00 – $106,434.00

Schedule

Varies

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. New York City residency is not required for this position.