Computer Associate Operations II

POLICE DEPARTMENT; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

NYPD's Information Technology Services Division is seeking a Computer Associate Operations II to deliver citywide IT support, diagnose system issues, administer Active Directory, and manage incident tickets. The role includes device provisioning, diagnostics, and hands-on maintenance of agency hardware.

Under general supervision, you will handle ServiceNow tickets, support end-users, and ensure timely resolution across a large police network.

Qualifications

• Certificate from an accredited technical school with specialization in computer operations and two years of full-time computer operations experience
• Baccalaureate degree with three years of full-time experience in a large-scale networked environment
• Four-year high school diploma with four years of full-time experience in computer operations
• Two years of full-time experience if meeting education/experience equivalence requirement

Responsibilities

• Handle, analyze and resolve ServiceNow incident tickets citywide with corrective actions to close issues
• Answer service desk calls, diagnose end-user issues, document steps, and create/assign tickets
• Audit ticket queues and route misassigned tickets to reduce lag and improve response time
• Configure, replace and troubleshoot iPhones; back up data, perform restores; provision devices via AirWatch or Intune
• Troubleshoot camera issues, manage transfers, upload video footage to Evidence.com and resolve equipment issues via ServiceNow
• Provide high-quality face-to-face service to walk-in customers and coordinate task priority with Wheel Officer
• Document procedures and solutions for resolved cases to improve future workflows
• Maintain communication with supervisors and transition critical incidents to Level 2/3 support

Skills

Customer service

Problem solving

Communication

Education

Technical certificate in computer operations

Bachelor's degree in a related field

High school diploma with work experience

Education/experience equivalence

Tools

Active Directory

DNS

DHCP

TCP/IP

LAN/WAN

Windows 11

Windows Server 2016/2019/2021

Microsoft 365 / M365

Job description

**ONLY THOSE PERMANENT IN THE CIVIL SERVICE TITLE OF COMPUTER ASSOCIATE OPERATIONS WILL BE CONSIDERED** 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.

Information Technology Services Division (ITSD) oversees critical projects and technological initiatives within the NYPD. They maintain and enhance the department's IT infrastructure. including networks, servers, and workstations. Notable, the ITSD has rolled out various advancements, such as equipping officers with cellular phones applications and digitizing department forms to improve efficiency.

ITSD Body Worn Camera Unit - Customer Service Section is seeking a qualified Computer Associate Operations II. Under general supervision, the selected candidate will play an essential role in providing citywide technical diagnosis, active directory administration, queue management, and technical hardware provisioning. This role acts as a primary operational catalyst, balancing immediate service desk demands, remote user troubleshooting, and hands-on maintenance of specialized agency hardware.

• Handle, analyze and resolve ServiceNow incident tickets citywide, implementing required technical correction to close issues effectively
• Answer incoming service desk phone calls, conduct diagnostic on end user issues, document troubleshooting steps, and create or assign incident tickets within appropriate ServiceNow groups
• Audit active ticketing queues several times a day, make systematic data corrections and route misassigned tickets to proper technical groups to minimize lag time and improve response speed
• Configure, replace, and troubleshoot job issued iPhones conducting data backups, performing full restores, setting up user profiles, and provisioning devices via AirWatch or Microsoft Intune
• Troubleshoot members of the service Body worn camera issues, manage camera transfers, upload device video footage to Evidence.com and resolve equipment issues through specialization ServiceNow tickets
• Provide high-quality face to face service to walk in members of service, managing documentation intake worksheets for phone or cameras and coordinating task priority with the designated Wheel Officer to ensure optimal workflow
• Document implementation procedures and solutions for resolved cases to streamline subsequent service activities and reduce recurring problems
• 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

COMPUTER ASSOC (OPERATIONS) - 13621

HOURS/SHIFT

Varies

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- Windows 11, Windows Server 2016/2019/2021 & M365- 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.