*This position is open only to those candidates who are currently serving in the title at a city agency in New York City or to those who are reachable on the list of Exam #4034*

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 NYPD strives to foster a safe and fair city by incorporating Neighborhood Policing into all facets of Department operations and solve the problems that create crime and disorder through an interdependent relationship between the people and its police, and by pioneering strategic innovation.

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 is seeking two qualified candidates in the title of Computer Associate (Operations), Level II who will:
- Handle and respond to ServiceNow incident reports citywide as required: examine the issue, implement necessary fixes, and bring the ticket to a resolution
- Handle and respond to physical Service Desk phone calls received as required: examine the callers issue, implement necessary fixes when necessary, log and assign caller incident in Service Now appropriate assignment group and bring the incident to a resolution
- Facilitate ticket transfer or escalation to the appropriate team, enhancing the response speed from ticket creation to ITB personnel intervention
- Set up, configure, and test computer hardware/software within networked or standalone settings across various locations as needed
- Diagnose and troubleshoot hardware and software issues, implementing solutions to ensure uninterrupted operations
- Coordinate with team members to deliver pertinent and timely information on issues to management and users, ensuring efficient on-site support
- Perform regular system checks, including updates and upgrades to ensure uniformity of infrastructure performance standards
- Regularly update supervisors on current and potential issues
- Document procedures for implementing solutions and reducing recurring issues
- Collaborate with other ITB units to resolve incidents affecting users throughout the city
- Provide support to users by utilizing programs such as Windows Active Directory and Remote Desktop tools to assist in troubleshooting, identifying, and resolving software/hardware-related issues
- Ability to use network administration tools to troubleshoot and fix issues relating to folder access, security, workstation related issues (example, joining to the domain, security groups, printer policy, etc.)
- Manage and Coordinate with Dell, the Dell Tech Direct platform, a software platform to manage all warranty repair/exchange on NYPD Dell Equipment
- Strong customer service experience and interpersonal skills necessary; courteous telephone manner
- Experience with Managing Mobile Devices such as phones and tablets


WORK LOCATION
1 Police Plaza

HOURS/SHIFT
Varies

TO APPLY
Please visit: https://cityjobs.nyc.gov and search for Job ID #752851

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

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.