Computer Associate (Operations), Level III

About the role

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. ITSD oversees critical projects and technological initiatives within the NYPD, maintaining and enhancing the department's IT infrastructure.

Responsibilities

• Triage and Resolve ServiceNow Incidents: Handle, analyze, and resolve ServiceNow incident tickets citywide, implementing required technical correction to close issues effectively.
• Manage and Resolve Service Desk Phone Support: 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.
• Queue Optimization and Route Auditing: 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.
• Mobile Device Management & Provisioning: 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.
• Body Worn Camera (BWC) Support: Troubleshoot members of the service Bodyworn camera issues, manage camera transfers, upload device video footage to Evidence.com, and resolve equipment issues through specialized ServiceNow tickets.
• Physical Diagnostics and Walk-In Support: Provide high-quality face to face service to walk in members of services, managing documentation intake worksheets for phone or cameras and coordinating task priority with the designated Wheel Officer to ensure optimal workflow.
• Knowledge Base Development: Document implementation procedures and solutions for resolved cases to streamline subsequent service activities and reduce recurring problems.
• Supervisor Updates and Escalation: 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.

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 two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment;
• A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above;
• A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described in "1" above;
• A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above.

Qualifications

• Two years of full-time experience as described in "1" above.

Skills

• Some knowledge of Active Directory, DNS, DHCP, TCP/IP and LAN/WAN - Windows II, Windows Server 2016/2019/2021 & M365.
• Leverage strong customer service experience to effectively support both technical and non-technical users.

Benefits

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.

Pay

$85,250.00 – $130,282.00

Schedule

Varies