Citywide IT Operations Analyst (ServiceNow)

City of New York

New York (NY)

On-site

USD 125,000 - 150,000

Full time

4 days ago

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Job summary

City of New York seeks a Computer Associate (Operations) III to plan and deliver citywide technical diagnostics, active directory administration, and device provisioning. The role balances immediate service desk demands with hands-on hardware maintenance and remote user troubleshooting.

Under supervision, you will resolve ServiceNow incidents, manage phone support, optimize queues, and support Body Worn Cameras and walk-in services.

Qualifications

675-hour technical certificate in computer operations with two years of relevant experience.
Bachelor's degree and three years of full-time experience as described above.
Four-year high school diploma with four years of relevant full-time experience.
Any combination of education and/or experience meeting the above with at least two years of full-time experience.

Responsibilities

Triage and resolve ServiceNow incidents citywide, implementing fixes to close issues.
Handle service desk phone support, diagnose end-user issues, and document steps.
Audit queues and route misassigned tickets to reduce delays and improve response time.
Configure and troubleshoot iPhone provisioning and device backups via MDM (AirWatch/Intune).
Troubleshoot Body Worn Camera issues and manage transfers and evidence uploads.
Provide face-to-face support and manage intake documentation at walk-in sites.
Develop knowledge base articles for resolved cases to prevent recurrences.
Update supervisors and escalate critical incidents to Level 2/3 support.