Public Safety Technical Operations 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

Public Safety Technical Operations Center Specialist

• Full-time
• Agency: TECHNOLOGY & INNOVATION
• Salary Band: $80,000 to $90,000
• Compensation: USD 75,000 - USD 90,000

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeofTech, and visit www.nyc.gov/oti to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The Technical Operations Center (TOC) Specialist is critical in maintaining 9-1-1 infrastructure, ensuring reliable system availability and preventing operational outages by monitoring data communications and network applications to prevent issues that will have an impact on first responders for Emergency 9-1-1; and triage technical emergencies and escalating problems for immediate mitigation and prevent recurring outages for operational sustainability.

Reporting to the Public Safety division, responsibilities will include:

• Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and OTI Public Safety staff
• Screen and process calls and maintain clear documentation by utilizing Public Safety Remedy
• Participate in Public Safety Service Desk management projects that enhance the quality and efficiency of services provided; administer, diagnose, and resolve basic desktop related issues
• Troubleshoot network connectivity issues; perform Citrix password and account management, provision account(s) access for new employees
• Prioritization, categorization and resolution of incidents, changes, requests and problems; monitoring, tracking and coordination of Public Safety Technology Operations Center functions
• Ensure high levels of customer service quality and availability by working closely with Tier 2, Tier 3 and Vendor support groups; monitor Service Level Agreements (SLA’s) to ensure incident and problem resolution match business expectations and timeframes; update policies and procedures that outline how issues are identified, documented, assigned and corrected
• Identify problem areas, and create and deliver solutions to enhance quality of service and to prevent future problems
• Clearly document the event, action taken, and resolution for a Remedy record
• Monitor and update the status of various customer problems at any given time
• Ability to share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionals
• Capture data to be used by management regarding problem trends, resolution time, costs, or other metrics
• Contribute to escalated incident resolution by providing in-person, hands-on support when necessary
• Monitor incident trends and anticipate potential problems for proactive resolution
• Perform special projects and initiatives assigned.

HOURS/SHIFT

Day - Due to the technical duties of this position in a 24/7 operation, candidate may be required to work overtime and/or various shifts such as weekends and/or nights/evenings.

WORK LOCATION

Brooklyn, NY

OTI participates in E-Verify

IT SERVICE MANAGEMENT SPECIALI - 95713

QUALIFICATIONS

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
3. Education and/or experience which is equivalent to "1" or "2" above.

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.