Public Safety Technical Operations Center Specialist

Public Safety Technical Operations Center SpecialistThe 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. 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 staffScreen and process calls and maintain clear documentation by utilizing Public Safety RemedyParticipate in Public Safety Service Desk management projects that enhance the quality and efficiency of services provided; administer, diagnose, and resolve basic desktop related issuesTroubleshoot network connectivity issues; perform Citrix password and account management, provision account(s) access for new employeesPrioritization, categorization and resolution of incidents, changes, requests and problems; monitoring, tracking and coordination of Public Safety Technology Operations Center functionsEnsure 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 correctedIdentify problem areas, and create and deliver solutions to enhance quality of service and to prevent future problemsClearly document the event, action taken, and resolution for a Remedy recordMonitor and update the status of various customer problems at any given timeAbility to share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionalsCapture data to be used by management regarding problem trends, resolution time, costs, or other metricsContribute to escalated incident resolution by providing in-person, hands-on support when necessaryMonitor incident trends and anticipate potential problems for proactive resolutionPerform 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, NYMinimum Qualifications1. 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.Preferred SkillsThe successful candidate should possess the following - 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 tool 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 - Ability to multitask and effectively prioritize and execute tasks in a high-pressure environment - 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 a plus - Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 certification.Residency RequirementCity Residency is not required for this positionAdditional InformationThe 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.