Job DescriptionThe Office of Technology and Innovation (OTI) oversees all Citywide technology, privacy, cybersecurity, infrastructure, and telecommunications to ensure the security of, and enhance, City operations and service delivery to New York City's residents, businesses, employees, and visitors. As the City's technology and innovation leader, OTI is responsible for operating, maintaining and securing IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations. 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, transition our existing data infrastructure to a cloud-centric platform, and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.The successful candidate will serve as the Technical Operations Center Analyst reporting to 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;
Monitor, track 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 and to prevent future problems; 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 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 as assigned.
Qualifications
A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or
A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or
A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described
in "1" above; or
A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above
Additional 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.
