Public Safety Service Desk Analyst (Analyst I)
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Corporate Hiring Solutions Inc. is seeking a Public Safety Service Desk Analyst (Analyst I) to support the NYC Office of Technology and Innovation (OTI) in maintaining mission-critical IT operations for New York City 911 call centers. The selected candidate will provide service desk support to ensure system incidents service requests and operational issues are addressed quickly and efficiently.
The Public Safety Service Desk plays a critical role in supporting emergency communications infrastructure by managing service tickets responding to incidents and coordinating with technical teams to maintain uninterrupted operations.
A Public Safety Service
Key Responsibilities
- The selected consultant will provide supplemental service desk support activities for the 911 PSCAC1 and PSCA2 call centers. Responsibilities include:
- Manage and monitor incoming service calls and notifications through the OTI service desk systems.
- Respond promptly to service requests emails and alerts from OTI and other NYC agencies.
- Create update and resolve incident and service tickets within the service management platform.
- Communicate directly with users agencies and OTI technical teams to resolve service issues.
- Escalate complex issues to the appropriate technical teams or incident managers when necessary.
- Collaborate with OTI Incident Management teams to ensure timely resolution of incidents.
- Maintain detailed documentation of service requests troubleshooting steps and resolutions.
- Provide high-quality customer service while supporting mission-critical public safety systems.
Required Qualifications
- Minimum 2 years of experience in a Service Desk or IT Helpdesk environment.
- Proficiency with Microsoft Office Suite.
- Experience using remote desktop tools for troubleshooting technical issues.
- Familiarity with Service Management tools such as Remedy or similar platforms.
- Strong verbal and written communication skills.
- Excellent customer service and telephone support skills.
- Strong troubleshooting analytical and problem-solving abilities.
- Ability to communicate technical concepts clearly to non-technical users.
- Ability to multitask and prioritize tasks in high-pressure environments.
- Experience working in collaborative team environments.
- Understanding of ITIL framework principles (ITIL v3 or v4 preferred).
- A Public Safety Service
Preferred Qualifications
- Prior experience supporting NYC Office of Technology and Innovation (OTI) or other NYC public safety agencies.
- Experience supporting emergency response or mission-critical IT systems.
Additional Requirements
- Candidates may be required to pass background and security checks due to the sensitive nature of public safety operations.
- The role requires strong reliability and the ability to support weekend overnight operational schedules.
- Ability to maintain confidentiality and adhere to government security policies.
How to Apply
Interested candidates should submit their resume to:
Subject Line: Public Safety Service Desk Analyst (Analyst I)
Key Skills
- CCTV
- Typing
- Customer Service
- Hospital Experience
- Computer Skills
- Military Experience
- Law Enforcement
- 5G
- Dispatching
- Emergency Management
- Security
- Writing Skills
