Apply Now

Public Safety Service Desk Analyst - Onsite in New York, NY 24 Months | Weekend Night Shift

Brooklyn, NY, US • Posted 13 hours ago • Updated 13 hours ago

Contract W2

Contract Independent

Occasional Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

🤯 Applying directly to the forehead...

Job Details

Skills

BMC Remedy
ITIL
IT Service Management
Technical Support
Service Desk
Remote Desktop
Public Safety
Auto-Ticketing Systems
Monitoring

Summary

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

Manage incoming calls, alerts, and notifications through OTI service desk systems

Respond to emails from OTI and NYC agencies in a timely manner

Create, update, and resolve service tickets

Provide direct support to users, agencies, and OTI personnel

Escalate issues appropriately and collaborate with the Incident Manager

Support operations for 911, PSCAC1, and PSCA2 call centers


Required Qualifications

Minimum 4 years of experience in a Service Desk or IT Support environment

Strong proficiency with Microsoft Office Suite

Experience with remote desktop tools for troubleshooting

Hands-on experience with Remedy or similar IT Service Management (ITSM) tools

Solid understanding of ITIL framework (ITIL v3 or v4 preferred)

Excellent verbal and written communication skills

Strong customer service and phone support skills

Ability to clearly explain technical concepts to non-technical users

Proven troubleshooting, analytical, and problem-solving skills

Ability to multitask and work effectively in a high-pressure environment

Strong interpersonal and teamwork skills


Preferred Qualifications

Prior experience working with NYC OTI or Public Safety agencies

Experience with monitoring tools and auto-ticketing systems


Additional Information

This is a mission-critical role supporting emergency services (911 operations)

Weekend overnight shifts are required (Friday Sunday)

```
Background check may be required
```

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91100001
Position Id: 8936775
Posted 13 hours ago

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Public Safety Service Desk Analyst

Hybrid in Brooklyn, New York

•

Today

2 years experience working in a service desk environment; proficient with the Microsoft Office suite; knowledge of remote desktop access software utilized to troubleshoot issues remotelyExcellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skillsKnowledge of Remedy or other Service Management toolAbility to clearly and concisely communicate technical information to non-technical users at all organizational levelsExcellent customer serv

Easy Apply

Contract

$30 - $35

Help Desk/Desktop Support Analyst

New York, New York

•

Today

Description We are looking for a skilled Help Desk/Desktop Support Analyst to join our team on a long-term contract basis. This position is based in New York, New York, and involves providing IT support to end users, primarily working with remote teams while managing onsite hardware logistics. The ideal candidate will have a customer-focused mindset and be adept at troubleshooting both macOS and Windows systems. Responsibilities: Deliver Level 1 and Level 2 IT support to predominantly remote us

Easy Apply

Contract

USD 33.25 - 38.50 per hour

Help Desk Analyst

New York, New York

•

Today

Description We are looking for a dedicated Help Desk Analyst to join our team in New York, New York. In this role, you will provide essential technical support and troubleshooting assistance to ensure seamless operations. This is a long-term contract position, offering an excellent opportunity to contribute to a dynamic and fast-paced environment. Responsibilities: Respond promptly to service desk tickets, ensuring timely resolution of technical issues. Provide support for Windows systems, incl

Easy Apply

Contract

USD 33.25 - 38.50 per hour

Service Desk Analyst

New York, New York

•

9d ago

What Working at Hexaware offers: Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with

Easy Apply

Full-time

Depends on Experience

Search all similar jobs