IT Operations Specialist II — Citywide Tech Support

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

Benefits offered by this job

Health insurance

Pension

Paid annual leave

Paid holidays

Pre-tax savings plans

Job summary

The City of New York is seeking a Computer Associate Operations II within the NYPD Information Technology Services Division. You will handle citywide ServiceNow tickets, diagnose end-user issues, and manage device provisioning for specialized agency hardware.

The role balances front-line service with on‑site problem solving. You will monitor queues, document solutions, and guide issues to Level 2/3 support while maintaining clear communication with supervisors.

Qualifications

• Candidates must meet one of the education/experience paths described.
• Two years of full-time computer operations experience or three years with a degree.
• At least two years of full-time experience if using equivalency pathway.

Responsibilities

• Handle, analyze and resolve ServiceNow incident tickets citywide.
• Answer service desk calls, diagnose end user issues, document steps, and create tickets.
• Audit queues, correct data, and route tickets to minimize delay.
• Configure and troubleshoot iPhones, backups, restores, and device provisioning.
• Troubleshoot body worn camera issues and manage transfers to Evidence.com.
• Provide face-to-face service and coordinate with Wheel Officer for workload.
• Document procedures for resolved cases to reduce recurring problems.
• Maintain communication with supervisors and escalate critical incidents.

Education

Technical certificate (675 hours)

Baccalaureate degree

High School Diploma

Education/Experience equivalency

Job description

The City of New York is seeking a Computer Associate Operations II within the NYPD Information Technology Services Division. You will handle citywide ServiceNow tickets, diagnose end-user issues, and manage device provisioning for specialized agency hardware.

The role balances front-line service with on‑site problem solving. You will monitor queues, document solutions, and guide issues to Level 2/3 support while maintaining clear communication with supervisors.