Public Safety Technical Operations Center Specialist

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 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
- Prioritization, categorization and resolution of incidents, changes, requests and problems; monitoring, tracking and coordination of 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
- Ability to 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 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.