Service Desk College Aide

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective.

MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.

MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. College Aides may conduct all duties relevant to supporting Service Desk operations providing any level of expertise regarding data management, data reporting, and organizing. All MOCS employees are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, proactively support the management, and project management team members, while gaining a growing knowledge of Service Desk operations for the city, and how it relates to procurement, contracting and government operations. The use of modern technology software and hardware will be used to complete daily duties. College Aides also collaborate with other team members to implement projects, help to maintain and/or analyze operational data, and interact with other divisions within MOCS.

List of responsibilities of various clerical tasks include, but are not limited to:
Generating, reviewing, and analyzing data using various systems and tools
Communicating with Service Desk leadership, Project Analyst and team members using various platforms such as Microsoft Teams, Microsoft Outlook, and Microsoft Share Point.
Accurately determine when an issue is resolved and needs to be moved to the next step and documented for reporting.
Proper organize and disseminate information in preparation for presenting and/or sharing out to internal and external stakeholders.
Support tracking and documenting escalated items that need prioritizing based on the needs of the agency and our city partners.
Determine when issues should be referred to peers or other units and/or escalated to managers.
Record and update critical information in the Service Desk's customer service platform (Jira);
Propose updates and suggestions for areas of improvement to user resources relating to our procurement systems and support process.
Assist with developing templates, guides, and assist with developing presentations.
Assist with and identify opportunities for launching certain projects that will help improve processes and support provided by the Service Desk.

The MOCS Service Desk Operations (SD) unit is part of the central services group at MOCS for city vendors, agencies, and the community, responding to incoming inquiries, through our ticketing system, related to our city's procurement and contracting systems (i.e., PASSPort). Support is provided for some aspects of the procurement and contracting processes. SD also plays a role in assisting with maintaining learning resources and website information and providing support with in-person events, in partnership with our MOCS Learning and Development unit.

All SD College Aides will aim to provide clear, accurate and timely tasks to SD leadership, team members, as well as other operations & technical units as needed. Key role will be to ensure data relating to tickets and technical issues are properly documented & tracked as a part of larger citywide reporting. This includes assisting with data entry and confirming accuracy in our systems to help manage and improve reporting.

For Assignment Level I:
Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school.
For Assignment Level II (Information Technology):
Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school with a specific course of study in information technology, computer science, management information systems, data processing, or closely related field, including or supplemented by 9 semester credits in an acceptable course of study.
For Assignment Level III (Information Technology Fellow):
Matriculation at an accredited college or graduate school. Employment is conditioned upon continuance as a student in a college or graduate school with a specific course of study in information technology, computer science, management information systems, data processing, or other area relevant to the information technology project(s) assigned, including or supplemented by 9 semester credits in an acceptable course of study. Appointments to this Assignment Level will be made by the Technology Steering Committee through the Department of Information Technology and Telecommunications.

SPECIAL NOTE
Maximum tenure for all Assignment Levels in the title of College Aide is 6 years. No student shall be employed more than half-time in any week in which classes in which the student is enrolled are in session. Students may be employed full-time during their vacation periods.

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.