Computer Associate Operations II

City of New York • New York City, NY

2d • Onsite

About The Position

The New York City Police Department's Information Technology Services Division (ITSD) is seeking a qualified Computer Associate Operations II. This role is crucial for providing citywide technical diagnosis, active directory administration, queue management, and technical hardware provisioning. The selected candidate will act as a primary operational catalyst, balancing immediate service desk demands, remote user troubleshooting, and hands-on maintenance of specialized agency hardware. The ITSD oversees critical projects and technological initiatives within the NYPD, maintaining and enhancing the department's IT infrastructure, including networks, servers, and workstations, and has implemented advancements like equipping officers with cellular phones and digitizing department forms.

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. However, all candidates must have at least two years of full-time experience as described in '1' above

Responsibilities

• 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

Benefits

• 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
• optional savings and pre-tax programs such as Deferred Compensation, IRA, and a flexible spending account

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED