IT Service Specialist III

City of New York•New York City, NY

About The Position

The Office of the District Attorney, Bronx County (“BXDA”) is charged with the twin goals of ensuring public safety and striving for equal justice for the over 1.4 million members of the Bronx County community. By “Pursuing Justice with Integrity,” the BXDA places a focus on assistance for crime victims while simultaneously ensuring fairness to defendants. Moreover, the BXDA aims to balance the need to seek appropriate punishment for certain crimes while recognizing when punitive measures do not adequately advance justice. By recognizing these significant distinctions and acting accordingly, BXDA has established a standard of excellence in the representation of the Bronx community at large, which continues to grow stronger every day. In furtherance of this mission, the BXDA seeks experienced and enthusiastic IT Service Specialist III.

Requirements

A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Nice To Haves

Bachelor’s degree in information technology, Computer Science, or related field; relevant certifications (e.g., ITIL, CompTIA A+) are beneficial.

Responsibilities

Providing level 2 and level 3 support for new in-house and Custom off the Shelf (COTS) applications, including but not limited to BXDA, ECMS, CPR, NICE Justice, and more.
Collaborating with level 1 support teams to troubleshoot and resolve complex technical issues, ensuring timely and effective problem resolution.
Assisting in the testing and rollout of new applications, verifying their functionality, compatibility, and user experience.
Liaising with application vendors and internal development teams to report and escalate issues and track their resolution.
Supporting the integration development engineer role by assisting in the design and deployment of new integrations, data flows, and interfaces.
Participating in cross-functional teams to ensure the successful implementation of new solutions and enhancements.
Collaborating with end users to provide training, assistance, and documentation for applications and integrations.
Developing and maintaining comprehensive documentation for application configurations, procedures, and troubleshooting steps.
Contributing to the enhancement of IT service management processes and practices.
Staying up to date with emerging technologies, industry trends, and best practices related to application support and integration.
Identifying opportunities for process improvements and efficiency gains in the application support workflow.
Providing timely and effective communication to stakeholders regarding support status, issue resolution, and enhancements.
All other duties as assigned.