DSS Community Outreach is dedicated to expanding access to information and resources about HRA and DHS programs in the community by bringing services directly into the community and by partnering with and serving as a resource to community-based provider organizations serving HRA and DHS clients and applicants. Interagency Partnerships establishes and manages partnerships with other City and State government agencies, and quasi-governmental entities to improve the coordination of government service delivery for low-income New Yorkers. Interagency Partnerships seeks to streamline access to government benefits and services through enhanced communication and coordination between agencies.

Information Technology Services (ITS) is a technology services organization of the Department of Social Services of the City of New York. ITS mission is to support the daily, emergent, and long-term needs of both, Human Resources Administration and Department of Homeless Services. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming and personnel systems.

DSS Community Outreach is seeking to hire one (1) Computer Associate (Technical Support) III to function as a Technical Support Associate.

Under the general supervision of the Director, ACCESS HRA Support Lead within the ITS Enterprise Solutions Engineering Division, indirectly reporting to the Community Partnerships Managers, in the Office of DSS Community Outreach, with great latitude for independent initiative and judgment, the Technical Support Associate manages the ACCESS HRA Help Desk for the Community Based Organizations (CBO) Resource Center. The Technical Support Associate monitors and responds to inquiries from CBO providers about ACCESS HRA and the Provider Portal issues, questions and concerns via email.

The selected candidate for the Technical Support Associate position will:

- Manage the ACCESS HRA Help Desk triage of the technical issues and questions from the CBOs
via email utilizing the suite of technology tools (JIRA, SNOW, Axure, Quality Center, etc.) to promote
benefits access to the most vulnerable New Yorkers, follows up with the ACCESS HRA technical
team and Business Process Improvement team.

- Drive improvement and identifies opportunities for new requirements within the CBOs benefits
access technology portfolio by collecting, analyzing, and documenting the suggestions for
enhancements and translate these enhancement requests to functional deliverables, such as
business scenarios, as-is/to-be flow diagrams, use cases, functional designs, screen mock-ups,

- Facilitate user acceptance testing collaborating with BPI, ITS and DSS Outreach teams to organize
meetings with UAT testers to clarify testing scenarios, monitor execution of user acceptance testing,
track the defects and reports UAT status to the stakeholders for the duration of UAT testing phase.

- Ensure that ACCESS HRA suite of software products and solutions including provider portal, web
portal and mobile applications are appropriately tested to meet functional (usability) and technical
(performance) requirements.

- Collaborate with business analysts and technical teams participating in the solution design sessions,
reviews, and comment on the change requests to understand business requirements, application
capabilities and creates test case scenarios and defect reports.

- Provide effective and detailed status updates and technical recommendations on ACCESS HRA
nuances and complexities to DSS Outreach leadership and external stakeholders via regular
reporting to the Program’s executive sponsors.

- Manage communication with the CBO’s end users regarding Help Desk triage and resolution
timeframes. Provides one-on-one guidance to end users in ACCESS HRA system navigation, as
necessary.

- Attend meetings with ITS technical and business teams. Monitors and responds to ACCESS HRA
Help Desk inquiries and ensures appropriate escalation pathways for expeditious resolution of
community-based organization reported issues, by utilizing the Service NOW Help Desk platform
and JIRA tools.

- Execute technical assistance, including password reset, multi-factor authentication lock-outs,
provider portal account creation, CIN reporting, as needed.

1. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time experience, in mainframe computer, mid-range computer, LAN or WAN computer environments and or local desktop support; or"
2. An associate degree or 60 semester credits 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. Education and/or experience equivalent to "1", "2", or "3" above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college or university, for six months of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and two years of satisfactory full-time experience, as described in "1" above.

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 generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.