Adult Protective Services (APS) is mandated by the State of New York to provide social, legal and protective services to individuals 18 years of age and older, who because of mental or physical impairments are unable to meet their essential needs for food, shelter, clothing, or medical care, secure benefits and entitlements or protect themselves from physical or mental injury, neglect, maltreatment, or financial exploitation; are in need of protection from actual or threatened harm, neglect or hazardous coordination; and have no one available who is willing and able to assist them responsibly.

Adult Protective Services is recruiting for one (1) Computer Associate Software III to function as the Help Desk Supervisor in APS’ Central Office who will:

- Supervise and direct the daily operations of APS help desk support staff, including distribution of work staff assignments, schedules, and activities; monitor and maintain controls on subordinate activities by reviewing helpdesk assistance logs to ensure follow-up and provide assistance with resolution of problems as identified; troubleshoot complex issues which staff are unable to resolve.

- Review all specification for the implementation, enhancement and maintenance of current systems, APSNet and Financial Focus, to ensure its use is compatible with APS’ requirements and needs of the Financial Management Unit (FMU); organize and oversee user acceptance testing (UAT) sessions; report system bugs and feedback to the system development team; coordinate user workgroups and provide summary analysis to improve system design for several APS management initiatives, including an APSNet rewrite modules, heavy duty cleaning application; maintain relationship with MIS to ensure security protocols are in place and functioning as required.

- Oversee the training design and delivery for all current APS systems/applications (APSNet, APS Gateway, Access Focus/Financial Focus, Safeguard); create training curriculums in conjunction with Training Unit, including flow charts, visual aid hand-outs and training videos (Using Adobe Captivate); deliver trainings for new hires, as well as in-service training.


- Perform highly complex technical work related to major automation/application development projects by analyzing user operations, recommending appropriate software solutions, drafting requirements, in order to assist programmers with designing new system.

- Review all user request for new equipment, equipment relocation, password modification, activation, and deactivation of systems accounts in order to ensure that they are submitted accurately.

- Develop staff reference material, protocols and user manuals related to APS systems and other software issues as needed. Prepare program specifications and diagrams, develop logic flowcharts and documents program development and revision. Provide feedback to inquires received from the system users, HRA/MIS, vendors, community partners and other interested parties.

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or

2. A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or

3. Education and or/or experience equivalent to "1" or "2" above. College education may be substituted for up to two years of the required experience in "2" above on the basis that 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

- Knowledge of case management practices and the documentation of tasks in a digital case management system. - Knowledge of programs working to guard against elder abuse and exploitation of a vulnerable, at-risk population. - Ability to serve as a content expert and to transfer knowledge to line staff.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

New York City Residency is not required for this position

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.