About DCAS
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.
Commitment to Equity, Effectiveness, and Sustainability
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.
Human Capital (HC) Overview
The Department of Citywide Administrative Services’ Human Capital 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 activities are carried out in accordance with the State Constitution, Civil Service Law, and equal employment opportunity laws.
HC develops and interprets citywide policies and programs, conducts professional development and training, ensures employee safety and health, and advances citywide workforce strategies. Additionally, HC manages the City’s Employee Self‑Service system and Customer Service Call Center.
Position: Principal Administrative Associate Level 2 (HC Bureau of NYCAPS Central)
The NYCAPS Central Help Desk call center serves as the first tier of support for agencies, employees, and job applicants. This role involves assisting with inquiries related to Employee Self‑Service, health benefits enrollment and changes, agency Human Resource actions, and NYC Jobs.
Key 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, and entering manual events and 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 and 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.
Search for Job ID # 775840 on www.nyc.gov/jobs or www.nyc.gov/ess. No phone calls, faxes, or personal inquiries permitted. Only 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.
- 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 above.
- 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 described above.
- Education and/or experience equivalent to any of the above, with the requirement that all candidates possess the one year of administrative or supervisory experience. Education above the high‑school level may be substituted for general clerical/administrative experience (but not for the one‑year supervisory experience) 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.
- Ability to perform in a fast‑paced, team‑oriented environment; organized; able to manage multiple tasks, meet deadlines, and handle challenging situations with professionalism.
Program Information
55‑a Program: This position is 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, visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement: New York City residency is generally required within 90 days of appointment. 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. Discuss the residency requirement with the agency representative at the time of interview.
Equal Opportunity Statement
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.
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