DCAS’s 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.
• 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. Visit our website at nyc.gov/dcas to learn more about the work we do.
The Department of Citywide Administrative Services’ (DCAS), Human Capital (HC) Line of Service seeks to hire a Principal Administrative Associate 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: a centralized state-of-the-art automated personnel system for human resources professionals, managers, and employees to access and manage personnel and benefits information. NCC supports approximately 96,000 NYC New York City employees with all of their health benefits needs; oversees the implementation of Civil Service and human resources related transactions for more than 300,000 employees Citywide; 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 serves as the first tier of support for agencies, employees and job applicants escalating issues and inquiries pertaining to Employee Self-Service, agency Human Resource actions, and NYC Jobs. More than 78,000 service requests were processed by NYCAPS Central in fiscal year 2018, many of which were vetted or created by the Help Desk. In fiscal year 2019, this number increased by 14% from 78,000 to over 89,000.
NYCAPS Central is seeking a Help Desk Representative to perform the following duties and responsibilities:
• Assist employees and agency representatives with inquiries pertaining to HR, Health Benefits, NYC Jobs and ESS.
• Research and respond to calls and e-mails from applicants.
• Work with the NCC HR Group, Health Benefits Group, and the Human Resources Information Systems Unit to analyze system inquiries/issues.
• Track all calls and e-mails via NCC’s Case Management system.
• Provide exceptional and consistent customer service to agencies and employees.
Minimum Qual Requirements
1. 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
2. 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
3. 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;
4. 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
• Strong customer service experience, especially in a call center environment.
• Strong listening and communications skills (verbal and written).
• Strong analytical skills.
• Strong PC skills, especially with MS Office programs such as Excel, are essential.
• Must be comfortable working in a fast paced and dynamic atmosphere handling multiple concurrent activities and work well with a team, meet deadlines, analyze problems and potentially difficult situations.
• Ability to quickly develop a working knowledge of the NYCAPS Central’s operations.
To Apply
Please go to www.nyc.gov/jobs, or www.nyc.gov/ess for current NYC employees, and search for Job ID #.
No phone calls, faxes or personal inquiries permitted. Only those candidates under consideration will be contacted.
55-a 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 Svc 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.
POSTING DATE
06/23/2023
POST UNTIL
07/23/2023
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.