COMPUTER ASSOCIATE OPERATIONS at City of New York in New York City, NY, United States

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.
• The Information Technology Bureau/ Information Technology Services Division (ITSD)- Customer Service Section is looking for a qualified Computer Associate (Operations) to join our team.

Responsibilities

• In this role, you will work under general supervision to provide citywide technical support, handle Active Directory administration, manage service queues, and oversee hardware provisioning. As an operational anchor for our client services, you will balance real time service desk requests, remote troubleshooting, and hands-on maintenance for agency hardware and specialized systems across the department.
• - Diagnose, isolate and remediate complex network, hardware and software issues -including component failures, performance bottlenecks, access permissions, and data corruption-utilizing remote administration tools, terminal servers, and Microsoft Teams.
• - Monitor, review and triage incoming, ServiceNow support tickets, verifying ticket accuracy, reassigning request to appropriate functional groups, and collaborating across the Information Technology Bureau to drive swift, effective issue resolution.
• - Deploy, configure and maintain enterprise workstations, servers and network printers, while installing and testing standard enterprise software (e.g. Microsoft 365, Adobe Creative Cloud) alongside specialized internal platforms such as the Domain Awareness System (DAS).
• - Administer Active Directory infrastructure by provisioning and managing user accounts, security groups, and Organizational Units (OUs), while maintaining secure access permissions for shared network drives and department data shares.
• - Identify recurring incident patterns and proactively escalate critical outages or emerging system trends to IT leadership, while collaborating with field supervisors and technical teams to coordinate response efforts and communicate temporary workarounds to impacted stakeholders.
• - 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.

Requirements

• 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

Skills

Required

• Computer operations
• Network troubleshooting
• Hardware and software support
• Active Directory administration
• ServiceNow ticket management
• Remote administration tools
• Microsoft Teams
• Microsoft 365
• Adobe Creative Cloud
• Domain Awareness System (DAS)