Public Safety Tech Ops Center Specialist

City of New York; New York (NY); On-site; USD 80,000 - 90,000; Full time

Job summary

The NYC Office of Technology and Innovation (OTI) is seeking a Public Safety Technical Operations Center Specialist in Brooklyn, NY to help maintain 9-1-1 infrastructure and prevent outages. You will monitor data communications, triage emergencies, and coordinate with Tier 2/3 and vendor support to meet SLA targets.

Responsibilities include handling calls, documenting issues in Remedy, and supporting Public Safety staff across NYPD, FDNY, DCAS, and OTI.

Qualifications

• Bachelor's degree in computer science, engineering or related field (or equivalent experience).
• Four years of IT service management/operations experience at minimum.
• Equivalent combination of education and experience may apply.

Responsibilities

• Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for Public Safety staff.
• Screen and process calls and maintain clear documentation by utilizing Remedy.
• Participate in Service Desk projects to enhance service quality and efficiency; diagnose and resolve desktop issues.
• Troubleshoot network connectivity; manage Citrix passwords and accounts for new employees.
• Prioritize, categorize and resolve incidents; monitor SLA performance and update policies as needed.
• Document events, actions, and resolutions for Remedy records; monitor incident trends for proactive resolution.

Education

Baccalaureate degree in computer science, engineering or related field

Baccalaureate degree with eight years of satisfactory full-time experience related to information technology service management, process management, operations

Education and/or experience equivalent to the above

Job description

The NYC Office of Technology and Innovation (OTI) is seeking a Public Safety Technical Operations Center Specialist in Brooklyn, NY to help maintain 9-1-1 infrastructure and prevent outages. You will monitor data communications, triage emergencies, and coordinate with Tier 2/3 and vendor support to meet SLA targets.

Responsibilities include handling calls, documenting issues in Remedy, and supporting Public Safety staff across NYPD, FDNY, DCAS, and OTI.