Computer Associate (Operations), Level III

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) Customer Service Division is seeking a Computer Associate (Operations) Level III. Under general supervision, this role provides citywide technical diagnostics, Active Directory administration, ticket queue management, and technical hardware provisioning. The position balances service desk demands, remote user troubleshooting, and hands-on support for specialized agency hardware.

The role supports NYPD personnel through incident handling and phone support, audits and routes service tickets, provisions and troubleshoots mobile devices, and assists with body-worn cameras. It also provides walk-in support, documents solutions for the knowledge base, and keeps supervisors informed about technical issues, escalating critical incidents when needed.

Requirements

• Must be permanent in the Computer Associate (Operations) civil service title.
• Meet one of the stated qualification pathways: an accredited technical-school certificate of approximately 675 hours specializing in computer operations plus two years of qualifying full-time experience; a baccalaureate degree plus three years of qualifying full-time experience; a high school diploma or equivalent plus four years of qualifying full-time experience; or an equivalent combination of education and experience.
• Qualifying experience must include at least two years of full-time computer operations experience in a large-scale networked, multi-tiered, or mainframe computer environment, or data communications network experience in a mainframe or multi-tiered computer environment.

Responsibilities

• Triage, analyze, and resolve citywide ServiceNow incident tickets, applying technical corrections to close issues.
• Answer service desk phone calls, diagnose end-user issues, document troubleshooting steps, and create or assign incident tickets to appropriate ServiceNow groups.
• Audit active ticket queues several times a day, correct ticket data, and route misassigned tickets to the appropriate technical groups.
• Configure, replace, and troubleshoot issued iPhones; perform data backups and full restores, set up user profiles, and provision devices through AirWatch or Microsoft Intune.
• Troubleshoot body-worn camera issues, manage camera transfers, upload video footage to Evidence.com, and resolve equipment issues through specialized ServiceNow tickets.
• Provide face-to-face support to walk-in NYPD personnel, manage documentation intake worksheets for phones or cameras, and coordinate task priorities with the designated Wheel Officer.
• Document implementation procedures and solutions for resolved cases to support future service activities and reduce recurring problems.
• Keep supervisors informed about active or developing technical issues and escalate critical unresolved incidents to Level 2 or Level 3 support.

Benefits

• Health insurance for the employee, spouse or domestic partner, and unemancipated children under age 26.
• Union benefits including dental and vision coverage.
• Paid annual leave and sick leave.
• Paid holidays.
• Pension.
• Optional savings and pre-tax programs, including 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