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About the Role

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. This role involves triaging technical emergencies, escalating problems for immediate mitigation, and preventing 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 (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.
• Share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionals.
• Capture data for 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.

Requirements

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

Skills

• Technical Support
• Hardware Troubleshooting
• Software Troubleshooting
• Network Troubleshooting
• Telephony Troubleshooting
• Remedy
• Citrix
• Service Desk Management
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Level Agreements (SLA)
• Policy and Procedure Development
• Data Analysis

Location

• Brooklyn, NY

Work Type

• Full-time
• Overtime
• Various shifts (weekends, nights/evenings)

Experience Level

• 4 years of experience
• 8 years of experience

Education Level

• Baccalaureate degree in computer science, engineering or a related field

Salary/Compensations

• $80,000 to $90,000
• USD 75000 - USD 90000

Benefits

• Great benefits

About the Company

• 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.
• 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.

Equal Opportunity

• 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.
• OTI participates in E-Verify