Public Safety Technical Operations Center Specialist

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.

About the role

The Technical Operations Center (TOC) Specialist plays a critical role 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 impact first responders for Emergency 9-1-1. This position involves triaging technical emergencies and escalating problems for immediate mitigation to prevent recurring outages for operational sustainability.

Responsibilities

• 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.
• Prioritize, categorize, and resolve incidents, changes, requests, and problems; monitor, track, and coordinate 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 (SLAs) 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 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.
• 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 as assigned.

Requirements

Minimum Qualifications:

• 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, or operations.
• A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, or operations.
• Education and/or experience equivalent to the above.

Skills

Preferred Skills:

• 3-5 years’ experience working in a service desk environment.
• Proficient with the Microsoft Office suite.
• Knowledge of remote desktop access software utilized to troubleshoot issues remotely.
• Excellent verbal and written communication skills, problem-solving, customer service, interpersonal, and mentoring skills.
• Ability to multitask and perform in a high-paced/high-pressure environment.
• Ability to work independently; knowledge of Remedy or other Service Management tools is a plus.
• Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.
• Excellent customer service skills and effective telephone etiquette.
• Excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning.
• Solid relationship management and performance management skills.
• Proven analytical and problem-solving abilities.
• Team-oriented and skilled in working within a collaborative environment.
• Able to investigate and research; ability to present ideas in business-friendly and user-friendly language.
• Knowledge of monitoring software and auto-ticketing is a plus.
• Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 certification.

Schedule

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

Work Location

Brooklyn, NY