> Markdown version of [/jobs/ext/1922032-public-safety-technical-operations-center-specialist](https://www.wearedevelopers.com/jobs/ext/1922032-public-safety-technical-operations-center-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Public Safety Technical Operations Center Specialist - **Company:** The Technology - **Location:** New York, NY, United States - **Experience:** Experienced - **Salary:** $75,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Data Transmissions, Monitoring of Systems, Microsoft Office, Citrix Systems, Remote Desktop Services, Web Applications, System Availability, Information Technology, 3-tier Architectures - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=585584ac2b683ec4 ## About the Role 1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations; 2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations; 3. Education and/or experience which is equivalent to "1" or "2" above. Preferred Skills The successful candidate should possess the following - 3-5 years' experience working in a service desk environment - Proficient with the Microsoft Office suite - Knowledge of remote desktop access software utilized to troubleshoot issues remotely - Excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills - Ability to multitask and perform in a high-paced/high pressure environment - Ability to work independently knowledge of Remedy or other Service Management tool a plus - Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels - Excellent customer service skills and effective telephone etiquette - Excellent troubleshooting and analytical skills exceptional interpersonal skills, with a focus on listening and questioning - Solid relationship management and performance management skills - Ability to multitask and effectively prioritize and execute tasks in a high-pressure environment - Proven analytical and problem-solving abilities - Team-oriented and skilled in working within a collaborative environment - Able to investigate and research ability to present ideas in business-friendly and user-friendly language - Knowledge of monitoring software and auto-ticketing a plus - Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 certification. ## Description The Technical Operations Center (TOC) Specialist is critical in maintaining 9-1-1 infrastructure, ensuring reliable system availability and preventing operational outages by monitoring data communications and network applications to prevent issues that will have an impact on first responders for Emergency 9-1-1; and triage technical emergencies and escalating problems for immediate mitigation and prevent recurring outages for operational sustainability. 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Generate AI in the Browser with Chrome AI - Raymond Camden](https://www.wearedevelopers.com/videos/1770-generate-ai-in-the-browser-with-chrome-ai-raymond-camden) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WebXR: Enabling Virtual and Augmented Reality on the Web](https://www.wearedevelopers.com/videos/965-webxr-enabling-virtual-and-augmented-reality-on-the-web) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [Rust Beyond Systems: Revolutionizing Web Development](https://www.wearedevelopers.com/videos/1111-rust-beyond-systems-revolutionizing-web-development) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)