CURRENT SENIOR APPLICATION SPECIALIST

About the role

The Department of Social Services (DSS) is part of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). ITS supports the daily, emergent, and long-term needs of both agencies through creating and enhancing their technology infrastructure and computer applications.

Responsibilities

• Serve as the subject matter expert for DSS-HRA-DHS applications such as CurRent LMS.
• Perform case unlocks, account resets, creating and modifying action codes allowing cases to be processed for clients.
• Remote configuration, setup and installation of IT hardware, applications, and software. Perform password, MFA resets, and other user account maintenance tasks in Active Directory.
• Process application access requests; authentication and identity management related provisioning tasks. Provision application access for agency hosted applications, provision remote access to designated computers.
• Facilitate the smooth operation of the agency applications by analyzing software issues, documenting submission errors, communication errors between software and servers, and hardware errors between network and software applications; troubleshooting and escalating application issues/system failures.
• Support commercial off the shelf (COTS) products such as antivirus software and Microsoft Office applications, ensuring proper functionality and easy access by the end users.
• Communicate directly with end users to answer how-to questions; triage, diagnose, and troubleshoot support requests and incidents. Remotely restart end user PCs. Using remote support toolset, perform root-cause analysis to resolve application, desktop software, authentication, and IT service tickets including complex issues.
• Participate in team meetings to review operations procedures, identify, and recommend improvements for efficiency. Use collaboration tools to assist team members in resolving incidents or fulfilling requests.
• Contribute knowledge articles to end user and Service Desk Knowledge bases for approval based on expertise and successful implementation of workarounds or application of 'how-to's'. Assist in validating existing knowledge articles.

Qualifications

• A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or
• A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or
• Education and/or experience equivalent to "1" or "2" above. College education may be substituted for up to two years of the required experience in "2" above on the basis that 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

Preferred Skills

• Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.
• Ability to discuss and diagnose software problems with remote users utilizing remote access software.
• Excellent customer service skills, effective telephone etiquette, experience in Windows environments.
• Proficiency with Microsoft Office suites.
• Excellent troubleshooting and analytical skills.
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions to software problems.
• Working knowledge of Microsoft applications, System Center Configuration Manager, Microsoft Active Directory (AD) as related to integration of desktop systems into AD, and all aspects of Windows security to include any subsequent software releases/upgrades.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City Residency is not required for this position.

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.