Computer Associate (Operations), Level III

City of New York • New York, NY

3d • $85,250 - $130,282 • Onsite

About The Position

The New York City Police Department’s ITSD Customer Service Division is seeking a Computer Associate Operations III to provide citywide technical diagnostics, Active Directory administration, queue management, and technical hardware provisioning under general supervision. The position balances service desk demand, remote user troubleshooting, and hands-on maintenance of specialized agency hardware.

The role handles and resolves ServiceNow incident tickets, supports users by phone and in person, audits and routes tickets, and configures and troubleshoots agency-issued iPhones using AirWatch or Microsoft Intune. It also supports body-worn cameras, including camera transfers, uploading footage to Evidence.com, and resolving equipment issues. The position documents solutions, keeps supervisors informed of technical issues, and escalates critical unresolved incidents to Level 2 or Level 3 support.

The work location is 1 Police Plaza. Hours and shift vary. Eligible candidates must be permanent in the Computer Associate (Operations) civil service title.

Requirements

• Must be permanent in the Computer Associate (Operations) civil service title.
• One qualifying pathway is an accredited technical school certificate of approximately 675 hours specializing in computer operations, plus 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 in a mainframe or multi-tiered computer environment.
• One qualifying pathway is a baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience of the type described in the technical school pathway.
• One qualifying pathway is a four-year high school diploma or educational equivalent and four years of satisfactory full-time experience of the type described in the technical school pathway.
• A satisfactory combination of education and/or experience equivalent to the listed pathways may qualify; all candidates must have at least two years of full-time experience of the type described in the technical school pathway.
• Hired candidates must verify identity and eligibility to work in the United States and complete the required employment eligibility verification document form upon hire.

Responsibilities

• Handle, analyze, and resolve citywide ServiceNow incident tickets, applying technical corrections to close issues.
• Answer service desk calls, diagnose end-user issues, document troubleshooting, and create or assign incident tickets to appropriate ServiceNow groups.
• Audit active ticket queues several times daily, correct ticket data, and route misassigned tickets to the appropriate technical groups.
• Configure, replace, and troubleshoot job-issued iPhones, including backups, full restores, user profile setup, and provisioning through AirWatch or Microsoft Intune.
• Troubleshoot members’ 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 walk-in support, 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