About the Agency:

The New York City Department of Housing Preservation (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

- We maintain building and resident safety and health
- We create opportunities for New Yorkers through housing affordability
- We engage New Yorkers to build and sustain neighborhood strength and diversity.

HPD is entrusted with fulfilling these objectives through the goals and strategies of Housing Our Neighbors: A Blueprint for Housing and Homelessness, Mayor Adams’ comprehensive housing framework. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion the largest in the city’s history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy to tackle New York City’s complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth.


Your Team:

Housing Preservation & Development Technology (HPD Tech) is the IT division within HPD. The Office of HPD Tech leads the agency’s effort to transform HPD through technology by promoting productivity and eliminating manual processing, shrinking costs, and increasing the pace of work. HPD Tech works to improve effectiveness of business processes using core applications for flawless execution. HPD Tech empowers decision makers with access to quality (complete and accurate) information to anticipate and pro-actively react to building, neighborhood and market conditions.

The Office of HPDTech is composed of 7 units: CIO, CTO (Chief Technology Office), CPO (Chief Product Office), Budget, Enterprise Architecture, Planning & Compliance, and Information Security.

Your Impact:
Under the supervision of the Release and Service Management Executive Director, within the unit of Enterprise Architecture, as the Product Support Specialist for the Division of HPD Tech, you will directly work with Application Development team to assist with Product Application, Batch Jobs debugging and resolving issues.

Your Role:
Your role will be to manage multiple applications across multiple product areas covering Service Management, Web Application Suites, APIs, Batch jobs, and other IT Support Requests. Also, you will be responsible for communications with Office of Technology and Innovation as well well other sister agencies, and collaboration with multiple team and will be managing multiple environments.
The key strategy for product support manager revolves around automation tools to allow management of a larger enterprise footprint. The team uses a combination of in-house and industry-standard tools for configuration and application deployment solutions. The team provides significant value-add during the release process, and ensure quality software delivered in a timely manner. The candidate should be able to work together with the team and be a team player.

Your Responsibilities:
- Provide basic to moderate end-user support for IT related issues.
- Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
- Analyze, diagnose, test and resolve basic to moderate service desk end-user issues and problems.
- Experience with IIS, REST API, Dockers, Redis real-time database and Automate scheduler is huge plus.
- Experience with version control systems (TFS, GIT a plus).
- Good team player with a strong willingness to participate and help others.
- Support orientated; able to manage customer's expectations and follow up accordingly.
- Able to prioritize in a fast moving, high pressure, constantly changing environment; good sense of urgency.
- Provide essential communications, advice and support.
- Provide solutions to incidents, service requests, problems and queries.
- Expedite reported issues affecting end-users with team members and management.
- Keep end-user abreast of current incident and service request status.
- Document support issues and resolutions.
- Monitor incidents and issues through to resolution.
- Operate efficient and effective reporting on incident and problem management, where possible utilizing automated and real-time tools.
- Create weekly, bi-weekly and monthly Dashboards and KPI reports.
- Monitor, track, and analyze incident trends and recommend user-training programs.
- Implement, and oversee HPDTech Service Management policies and procedures, ensuring consistent service levels.
- Stay current on emerging industry trends, technology, and best practices. This position will include all the incumbents’ duties.

Required Skills:
- Minimum 4+ years of hands-on experience with Application Production Support.
- Minimum 3+ years of experience with Jira or similar service desk tools (i.e. Service Now, Remedy Service Desk, ZenDesk etc.) for managing helpdesk tickets.
- Working knowledge of MS IIS, Desktop and web based applications.
- Experience with prioritizing multi-tasking and efficiently managing resources.
- Must be able work with multiple teams (i.e. development, database, infrastructure, and project management etc.) and work as a liaison between them for resolution.
- Experience working with other agencies (outside your own), third party venders, and service providers to coordinate the incident and problem resolution.
- Ability to jump into incident calls involving other agencies and third parties.
- Solid understanding of the needs of customers/users and represents this in their work prioritization, effort and where needed escalation.
- Knowledge of technical documentation.
- Ability to communicate technical information effectively with internal and external vendors.
- Must be able to work outside the business hours (including weekend) to provide support for the incident response(s) if needed.
- Ability to be on the top of the reported incidents\issues and provide support within the established SLA.
- Ability to multi-task and prioritize workflow.
- Solid written and verbal communication skills.
- Must be self-motivated, detail oriented, be able to work effectively in a team environment.
- Strive for continuous improvement for yourself and your team.


NOTE: Only those candidates under consideration will be contacted.This position is open to applicants who filed for an exam or those who are already permanent in the Computer Associate Operations title.
Please indicate in your cover letter whether you have filed for an exam or are already permanent in the Computer Associate Operations title. Applicants who filed for an exam will be required to produce a copy of their Order Confirmation Receipt at time of interview for verification.
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and various unions.

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

- Knowledge of Windows OS, Office 365, MS Task Scedular, IIS, Automate Server. - Demonstrate understanding of different software development life-cycle methodologies. - Experience with IT assents and inventory management. - Excellent verbal and written communication skills. - Ability to work well and communicate effectively with technology and other business users.

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.