Computer Associate (Operations), Level III

New York City Police Department; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Pension

Paid leave

Dental and vision benefits

Deferred compensation

Job summary

The New York City Police Department ITSD is seeking a Computer Associate Operations III to manage citywide technical diagnostics, Active Directory administration, and service desk support. You will balance urgent service requests with remote troubleshooting and hands-on hardware provisioning.

Responsibilities include incident triage in ServiceNow, queue optimization, device provisioning via AirWatch or Intune, and walk-in support.

Qualifications

• Minimum Qualifications reflect City of New York requirements: certificate or degree with years of computer operations experience; or four years of high school plus equivalent experience.
• Preferred skills include Active Directory, DNS, DHCP, TCP/IP, LAN/WAN, Windows Server 2016/2019/2021 and M365; strong customer service and professional telephone demeanor.

Responsibilities

• Triage and resolve ServiceNow incidents citywide, implement technical corrections to close issues.
• Manage and resolve Service Desk phone support, diagnose end-user issues, document steps, and create/assign incidents in ServiceNow.
• Audit queues, correct data, and route misassigned tickets to proper groups to speed up response time.
• Configure and provision mobile devices (iPhones) via AirWatch or Microsoft Intune, perform data backups and restores.
• Troubleshoot Body Worn Camera issues, manage transfers, upload videos to Evidence.com, and resolve equipment issues through tickets.
• Provide high-quality face-to-face walk-in support and coordinate with Wheel Officer for priority tasks.
• Document solutions for knowledge base, to reduce recurring problems and streamline future support.
• Maintain communication with supervisors and escalate critical incidents to Level 2 or 3 support.

Skills

Active Directory

DNS

DHCP

TCP/IP

LAN/WAN

Windows Server 2016/2019/2021 & M365

Customer service

Phone support

Education

Certificate from accredited technical school in computer operations

Baccalaureate degree in related field

High school diploma with 4 years experience

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.

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

Duties

ITSD's Customer Service Division is seeking a qualified Computer Associate Operations III. Under general supervision the selected candidate will plan an essential role in providing citywide technical diagnostics, 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. Duties will include but are not limited to:

• Triage and Resolve ServiceNow Incidents: Handle, analyze, and resolve ServiceNow incident tickets citywide, implementing required technical correction to close issues effectively.
• Manage and Resolve Service Desk Phone Support: Answer incoming service desk phone calls, conduct diagnostics on end user issues, document troubleshooting steps, and create or assign incident tickets within appropriate ServiceNow groups.
• Queue Optimization and Route Auditing: 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.
• Mobile Device Management & Provisioning: 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.
• Body Worn Camera (BWC) Support: Troubleshoot members of the service Bodyworn camera issues, manage camera transfers, upload device video footage to Evidence.com, and resolve equipment issues through specialized ServiceNow tickets.
• Physical Diagnostics and Walk-In Support: Provide high-quality face-to-face service to walk in members of services, managing documentation intake worksheets for phone or cameras and coordinating task priority with the designated Wheel Officer to ensure optimal workflow.
• Knowledge Base Development: Document implementation procedures and solutions for resolved cases to streamline subsequent service activities and reduce recurring problems.
• Supervisor Updates and Escalation: 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.

WORK LOCATION

1 Police Plaza

HOURS/SHIFT

Varies

Additional Information

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

• 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
• A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described in "1" above; or

Preferred Skills

• Some knowledge of Active Directory, DNS, DHCP, TCP/IP and LAN/Wan - Windows II, 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.

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.