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Job Title: Public Safety Service Desk Analyst (Level 1)
Location: Brooklyn, NY (Onsite)
Duration: 24 Months
Schedule: Weekend Night Shift (Fri Sun, 6:00 PM 7:00 AM, 35 hrs/week)
Job Overview
The NYC Office of Technology and Innovation (OTI) is seeking a Public Safety Service Desk Analyst to support critical 911 call center operations. This role is essential to maintaining uninterrupted emergency response services by ensuring timely ticket handling, troubleshooting, and communication across multiple public safety systems.
Key Responsibilities
Job Title: Public Safety Service Desk Analyst (Level 1)
Location: Brooklyn, NY (Onsite)
Duration: 24 Months
Schedule: Weekend Night Shift (Fri Sun, 6:00 PM 7:00 AM, 35 hrs/week)
Job Overview
The NYC Office of Technology and Innovation (OTI) is seeking a Public Safety Service Desk Analyst to support critical 911 call center operations. This role is essential to maintaining uninterrupted emergency response services by ensuring timely ticket handling, troubleshooting, and communication across multiple public safety systems.
Key Responsibilities
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Manage incoming calls, alerts, and notifications through OTI service desk systems
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Respond to emails from OTI and NYC agencies in a timely manner
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Create, update, and resolve service tickets
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Provide direct support to users, agencies, and OTI personnel
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Escalate issues appropriately and collaborate with the Incident Manager
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Support operations for 911, PSCAC1, and PSCA2 call centers
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Minimum 4 years of experience in a Service Desk or IT Support environment
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Strong proficiency with Microsoft Office Suite
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Experience with remote desktop tools for troubleshooting
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Hands-on experience with Remedy or similar IT Service Management (ITSM) tools
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Solid understanding of ITIL framework (ITIL v3 or v4 preferred)
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Excellent verbal and written communication skills
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Strong customer service and phone support skills
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Ability to clearly explain technical concepts to non-technical users
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Proven troubleshooting, analytical, and problem-solving skills
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Ability to multitask and work effectively in a high-pressure environment
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Strong interpersonal and teamwork skills
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Prior experience working with NYC OTI or Public Safety agencies
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Experience with monitoring tools and auto-ticketing systems
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">This is a mission-critical role supporting emergency services (911 operations)
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Weekend overnight shifts are required (Friday Sunday)
- p]:pt-0 [&>p]:mb-2 [&>p]:my-0">Background check may be required