Help Desk Representative

Principal Administrative Associate Level 2

DCAS' mission is to make city government work for all New Yorkers. From managing New York City's most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies what we do ensures that all agencies can deliver on their mission. Our reach touches every facet of city government and is instrumental to the successful day-to-day operations of the City of New York. Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including: recruiting, hiring, and training City employees; managing 55 public buildings; acquiring, selling, and leasing City property; purchasing over $1 billion in goods and services for City agencies; overseeing the greenest municipal vehicle fleet in the country; and leading the City's efforts to reduce carbon emissions from government operations. When you work at DCAS, you're not just working for one agency, but in service of them all. It's an opportunity to provide impactful support, quality customer service, and help protect the future of New York City for generations to come.

The Department of Citywide Administrative Services' (DCAS), Human Capital (HC) Line of Service supports City agencies in recruiting and identifying the most qualified candidates for employment, administering civil service exams, and providing eligible pools of candidates to meet hiring needs. These efforts are carried out in accordance with the State Constitution, Civil Service Law, and equal employment opportunity laws. In addition, HC develops and interprets citywide policies and programs, conducts professional development and training, ensures employee safety and health, and advances citywide workforce strategies. This includes equipping agencies with essential tools for strategic workforce planning through data analytics and reporting. HC also manages the City's Employee Self-Service system and Customer Service Call Center.

Human Capital seeks to appoint a Principal Administrative Associate Level 2 to work in the HC Bureau of NYCAPS Central (NCC). NCC is a human resources service center that oversees the expansion and maintenance of NYCAPS (New York City Automated Personnel System), a centralized automated personnel system for human resources professionals, managers, and employees to access and manage personnel and benefits information. NCC oversees the implementation of civil service and human resources related transactions for over 300,000 employees citywide; supports approximately 96,000 NYC employees with all their health benefits needs; and manages Employee Self-Service (ESS), an online tool that provides NYC employees with easy access to human resources, payroll, tax, City job applications and benefits information. The NYCAPS Central Help Desk call center serves as the first tier of support for agencies, employees and job applicants escalating issues and inquiries pertaining to Employee Self-Service, health benefits enrollment and changes, agency Human Resource actions, and NYC Jobs. NYCAPS Central is seeking to hire a Principal Administrative Associate Level 2 to perform the following duties and responsibilities:

• Assist employees and agency representatives with inquiries pertaining to HR, Health Benefits, NYC Jobs, and ESS via phone and email.
• Enter benefits transactions such as enrolling new hires and their dependents into health insurance plans, updating dependent data, entering manual events as well as entering elections for health benefits events.
• Research and respond to calls and emails from applicants.
• Track all calls and emails via NCC's Customer Relationship Management (CRM) system.
• Provide exceptional and consistent customer service to agencies and employees.
• Work with the NCC HR unit, Change Management unit, and the Human Resources Information Systems unit to analyze system inquiries/issues.

To Apply: Only permanent employees in the title and those that are reachable on the civil service list are eligible to apply. This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program. Please go to www.nyc.gov/jobs, or www.nyc.gov/ess for current NYC employees, and search for Job ID # 775840. No phone calls, faxes or personal inquiries permitted. Only those candidates under consideration will be contacted.

Minimum Qualifications:

• A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
• A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; or
• Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Preferred Skills:

• Customer service skills, preferably in a high-volume call center or help desk environment.
• Strong verbal and written communication skills, with the ability to listen actively and explain information clearly.
• Comfortable using Microsoft Office applications, especially Excel, for tracking and reporting.
• Experience processing health benefits transactions in PeopleSoft or a similar HR system.
• Strong problem-solving and analytical abilities to assess and resolve customer issues efficiently.
• Able to perform in a fast-paced, team-oriented environment must be organized, able to manage multiple tasks at once, meet deadlines, and handle challenging situations with professionalism.

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 studentaid.gov/pslf/.

Residency Requirement:

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.

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.