Computer Associate (Operations), Level III
New York City Police Department
Remote · Full Time
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- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 hours ago
- Work mode
- Work from home
- Eligibility
- Only candidates who are permanent holders of the 'Computer Associate (Operations)' civil service title are eligible to apply.
- Resume
- Required to apply
Job description
About the Role
The New York City Police Department (NYPD) is committed to ensuring public safety and quality of life in the city by partnering with the community to enforce laws, maintain peace, and foster trust. The NYPD's Information Technology Services Division (ITSD) manages essential technological projects and infrastructure to enhance operational efficiency, including equipping officers with mobile apps and digitizing forms.
Key Responsibilities
- Manage and resolve ServiceNow incident tickets across the city by diagnosing and implementing necessary technical fixes.
- Provide responsive phone support for the service desk by analyzing issues reported by end users, recording troubleshooting details, and handling ticket creations and assignments.
- Regularly monitor and audit ticket queues to correct misassignments and reroute tickets efficiently, reducing delays and improving response times.
- Configure, troubleshoot, and provision job-issued iPhones, including data backup, full restoration, user profile setup, and device management using tools like AirWatch or Microsoft Intune.
- Support Body Worn Camera (BWC) users by diagnosing equipment problems, managing device transfers, uploading footage to Evidence.com, and resolving issues through specific ServiceNow tickets.
- Offer in-person support to service members, manage documentation for incoming devices such as phones or cameras, and coordinate workloads with designated personnel to maintain smooth operations.
- Develop and update knowledge base articles documenting resolutions and processes to minimize recurring issues and enhance service efficiency.
- Maintain ongoing communication with supervisors on active technical challenges and escalate unresolved, high-priority incidents to higher support levels when necessary.
Work Location and Hours
The role is based at 1 Police Plaza in New York City, with variable working shifts.
Eligibility
Candidates must be permanent holders of the 'Computer Associate (Operations)' civil service title.
Minimum Qualifications
- Completion of a technical school certificate (~675 hours) specializing in computer operations plus two years of full-time experience in a complex computer environment; or
- A bachelor's degree from an accredited institution plus three years of full-time relevant experience as described above; or
- High school diploma or equivalent plus four years of relevant full-time experience; or
- An equivalent combination of education and experience provided at least two years of full-time qualifying experience is met.
Preferred Knowledge and Skills
- Familiarity with Active Directory, DNS, DHCP, TCP/IP, LAN/WAN networking.
- Experience with Windows II, Windows Server versions 2016 to 2021, and Microsoft 365.
- Strong customer service aptitude to support both technical and non-technical users professionally.
Additional Information
This position welcomes applicants with disabilities eligible under the 55-a Program. Employment verification and eligibility confirmation are mandatory upon hiring. The city provides robust benefits including health coverage for employees and eligible dependents, dental and vision benefits, paid leaves, holidays, pension plans, and optional savings programs such as deferred compensation and flexible spending accounts. New York City residency is not required for this role. The NYPD promotes an inclusive workplace free of discrimination.
Public Service Loan Forgiveness
New employees may qualify for federal loan forgiveness or state repayment assistance programs.