Computer Associate (Operations), Level III

City of New York; New York (NY); On-site; USD 125,000 - 150,000; Full time

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.

Skills

Active Directory

ServiceNow

Phone support

Queue management

Mobile Device Management

Intune

AirWatch

Troubleshooting

Walk-in support

Education

Certificate in Computer Operations (675 hours)

Bachelor's degree

High school diploma + experience

Tools

AirWatch

Microsoft Intune

ServiceNow

Job description

Computer Associate (Operations), Level III

• Full-time
• Agency: POLICE DEPARTMENT
• Salary Band: $125,000 to $150,000
• Compensation: USD 85,250 - USD 130,282

**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.

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

• 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

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.

COMPUTER ASSOC (OPERATIONS) - 13621