IT Operations Specialist: Service Desk & Device Mgmt

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

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.