Public Safety Technical Operations Center Specialist
Core
Maintain 9-1-1 infrastructure reliability and prevent operational outages by monitoring data communications and network applications for first responders.
Role type
Senior IC IT Service Management Specialist (Public Safety)
Builds
24/7 emergency response infrastructure and service desk operations for NYPD, FDNY, DCAS, and OTI
Domain
Public Safety / Emergency Services / IT Operations
Deliverable
infrastructure
Required skills
incident management, network troubleshooting, account provisioning, SLA monitoring, technical documentation, problem trend analysis, cross-tier support coordination
Preferred skills
knowledge sharing with Tier 2/3 teams, proactive problem anticipation, special project execution
Technologies
Public Safety Remedy, Citrix
Responsibilities
Monitor data communications and network applications to prevent outages; screen and process calls while maintaining documentation in Public Safety Remedy; troubleshoot network connectivity and manage Citrix accounts; prioritize and resolve incidents, changes, and requests; monitor SLAs and update policies; capture data for management metrics; provide hands-on support for escalated incidents.
Seniority
Senior, hands-on IC
