**Candidates must be permanent in the Computer Associate (Software) or Computer Service Technician civil service title to apply**

Under general supervision, the Technician provides frontline technical support by troubleshooting and resolving a wide range of software, hardware, and network-related issues. Supported hardware includes desktops, laptops, printers, scanners, and mobile devices. The role requires diagnosing and resolving issues remotely through the phone, chat, and email.

Daily responsibilities include performing core help desk functions such as creating, managing, and closing service requests through a ticketing system (e.g., ServiceNow), maintaining accurate equipment inventory records, and configuring, imaging, and deploying workstations and laptops. The Technician also installs, updates, and supports commonly used applications including Microsoft Office Suite, Windows 10/11, Pulse Secure (Ivanti), Adobe Acrobat, and iManage Filesite. Additional duties may be assigned based on operational needs.

COMPUTER ASSOC (SOFTWARE) - 13631

Minimum Qualifications

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.

Preferred Skills

- Strong working knowledge of desktop operating systems and common business applications, including Microsoft Windows 10/11, Microsoft Office Suite, and Adobe Acrobat. - Demonstrated ability to deliver exceptional customer service, with excellent written and verbal communication skills. - Ability to assist users with varying levels of technical expertise in a patient, clear, and professional manner. - Proven capability to work both independently and collaboratively while managing multiple tasks or projects. - Willingness to learn new technologies, follow established procedures, and adapt to evolving support needs. - Ability, with assistance if required, to safely lift and move computer equipment such as desktops and printers. - Ability to travel throughout the five boroughs, primarily via mass transit, to support users at various locations.

55a Program

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.

Public Service Loan Forgiveness

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/.

Residency Requirement

New York City Residency is not required for this position

Additional Information

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.