COMPUTER ASSOCIATE OPERATIONS

POLICE DEPARTMENT; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

The New York City Police Department’s Information Technology Bureau seeks a qualified Computer Associate (Operations) to deliver citywide technical support, manage Active Directory, and oversee hardware provisioning across the department. You will balance real-time service desk requests with remote troubleshooting and hands-on maintenance of agency systems including DAS.

Responsibilities include diagnosing complex issues, triaging ServiceNow tickets, deploying enterprise software, and ensuring

Qualifications

• Certificate from an accredited technical school (675 hours) with computer operations specialization and two years of full-time computer operations experience.
• Bachelor's degree and three years of full-time related experience as described in item 1.
• Four-year high school diploma and four years of full-time related experience as described in item 1.
• A combination of education and/or experience equivalent to items 1–3, with at least two years of experience as described in item 1.

Responsibilities

• Diagnose, isolate and remediate complex network, hardware and software issues, including permissions and data integrity, using remote tools and MS Teams.
• Monitor, triage ServiceNow tickets, verify accuracy, reassign to appropriate groups and coordinate resolutions.
• Deploy, configure and maintain enterprise workstations, servers and printers, and test standard enterprise software (MS 365, Adobe CC).
• Administer Active Directory infrastructure: user accounts, security groups, and OUs with secure access to drives.
• Identify recurring incidents and escalate outages or trends to IT leadership, coordinating workarounds with teams.
• Maintain communication with supervisors and transition critical incidents to Level 2/3 support.

Skills

Customer service

Problem-solving

Communication

Education

Technical school certificate in computer operations

Bachelor's degree

High school diploma

Tools

Active Directory

DNS

DHCP

TCP/IP

PowerShell

Job description

ELIGIBLE CANDIDATES MUST BE PERMANENT IN THE 'COMPUTER ASSOCIATE' (OPERATIONS) CIVIL SERVICE TITLE The mission of the New York City Police Department is to enhance the quality of life in New York City by working in partnership with the community to enforce the law, preserve peace, protect the people, reduce fear, and maintain order. The New York City Police Department strives to foster a safe and fair city through the strategic deployment of resources, focusing on both crime prevention and addressing quality‑of‑life concerns while building lasting community relationships.

The Information Technology Bureau/ Information Technology Services Division (ITSD)- Customer Service Section is looking for a qualified Computer Associate (Operations) to join our team.

In this role, you will work under general supervision to provide citywide technical support, handle Active Directory administration, manage service queues, and oversee hardware provisioning. As an operational anchor for our client services, you will balance real time service desk requests, remote troubleshooting, and hands‑on maintenance for agency hardware and specialized systems across the department.

• Diagnose, isolate and remediate complex network, hardware and software issues -including component failures, performance bottlenecks, access permissions, and data corruption-utilizing remote administration tools, terminal servers, and Microsoft Teams.
• Monitor, review and triage incoming, ServiceNow support tickets, verifying ticket accuracy, reassigning request to appropriate functional groups, and collaborating across the Information Technology Bureau to drive swift, effective issue resolution.
• Deploy, configure and maintain enterprise workstations, servers and network printers, while installing and testing standard enterprise software (e.g. Microsoft 365, Adobe Creative Cloud) alongside specialized internal platforms such as the Domain Awareness System (DAS).
• Administer Active Directory infrastructure by provisioning and managing user accounts, security groups, and Organizational Units (OUs), while maintaining secure access permissions for shared network drives and department data shares.
• Identify recurring incident patterns and proactively **escalate** critical outages or emerging system trends to IT leadership, while collaborating with field supervisors and technical teams to coordinate response efforts and communicate temporary workarounds to impacted stakeholders.
• Maintain continuous lines of communication with supervisors regarding active or developing technical pain points, and transition highly critical, unresolved incidents to Level 2 or Level 3 support.

HOURS/SHIFT:

Thursday-Saturday (3 Day Tour)

ADDITIONAL INFORMATIION:

In compliance with federal Law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

The City of New York offers a comprehensive benefits package including health insurance for the employee and his or her spouse or domestic partner and unemancipated children under age 26, union benefits such as dental and vision coverage, paid annual leave and sick leave, paid holidays, a pension, and optional savings and pre‑tax programs such as Deferred Compensation, IRA, and a flexible spending account.

COMPUTER ASSOC (OPERATIONS) - 13621

Minimum Qualifications

1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and 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 working in a mainframe or multi-tiered computer environment; or

2. A baccalaureate degree from an accredited college or university and three years of satisfactory full‑time experience as described in '1' above; or

3. A four‑year high school diploma or its educational equivalent and four years of satisfactory full‑time experience as described in '1' above; or

4. A satisfactory combination of education and/or experience equivalent to '1', '2', or '3' above. However, all candidates must have at least two years of full‑time experience as described in '1' above

Preferred Skills

• Some knowledge of Active Directory, DNS, DHCP, TCP/IP and LAN/WAN- Microsoft Windows Server-Print Server operations, Microsoft Network Administration Tools-Active Directory, PowerShell and scripting knowledge.- Maintain a courteous and professional telephone presence, leveraging strong customer service experience to effectively support both technical and non-technical users.- Sharp problem-identification and troubleshooting skills, with a creative and adaptable approach to resolving unique or persistent technical issues.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City Residency is not required for this position

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.