Current Senior Application Specialist

City of New York • Brooklyn, NY

7h

About The Position

APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (SOFTWARE) CIVIL SERVICE TITLE. The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible. Information Technology Services (ITS) is DSS’s technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems. Information Technology Services (ITS) is recruiting for one (1) Computer Associate (Software) II, to function as CurRent Senior Application Specialist, who will: - Serve as the subject matter expert for DSS-HRA-DHS applications such as CurRent LMS. - Be involved with administration tasks related to hardware, software, and database systems by performing case unlocks, account resets, creating and modifying action codes allowing cases to be processed for clients. - Perform 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 including indexing errors, documenting submission errors, communication errors between software and servers and hardware errors between network and software applications; troubleshooting and escalating application issues/ determining system failures. - Support commercial off the shelf (COTS) products such as antivirus software and Microsoft Office applications, etc., to ensure proper functionality of these applications 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 work arounds or application of “how to’s”. Assist in validating existing knowledge articles.

Requirements

• APPLICANTS MUST BE PERMANENT IN THE COMPUTER ASSOCIATE (SOFTWARE) CIVIL SERVICE TITLE.
• 1. 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
• 2. 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
• 3. Education and or/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.

Responsibilities

• Serve as the subject matter expert for DSS-HRA-DHS applications such as CurRent LMS.
• Be involved with administration tasks related to hardware, software, and database systems by performing case unlocks, account resets, creating and modifying action codes allowing cases to be processed for clients.
• Perform 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 including indexing errors, documenting submission errors, communication errors between software and servers and hardware errors between network and software applications; troubleshooting and escalating application issues/ determining system failures.
• Support commercial off the shelf (COTS) products such as antivirus software and Microsoft Office applications, etc., to ensure proper functionality of these applications 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 work arounds or application of “how to’s”. Assist in validating existing knowledge articles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level