Public Safety Technical Operations Center Specialist
Core
Maintain 9-1-1 infrastructure, ensure reliable system availability, and prevent operational outages by monitoring data communications and network applications for first responders.
Role type
Public Safety Technical Operations Center Specialist (IT Service Management)
Builds
9-1-1 emergency response infrastructure and digital government services for NYC first responders
Domain
Public Safety / Emergency Services / IT Operations
Deliverable
infrastructure
Required skills
IT service management, process management, operations, network troubleshooting, incident prioritization, SLA monitoring, documentation, account management, desktop support
Preferred skills
Tier 2/3 support collaboration, problem trend analysis, special project execution
Technologies
Public Safety Remedy, Citrix
Responsibilities
Provide technical support for hardware, software, facilities, network, and telephony issues; screen and process calls; administer and diagnose desktop issues; troubleshoot network connectivity; manage accounts and access; prioritize and resolve incidents, changes, and problems; monitor SLAs; document events and resolutions; capture data for management metrics; contribute to escalated incident resolution; monitor incident trends for proactive resolution.
Seniority
Mid-level to Senior, hands-on IC
