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Sydney Harrison, the owner of a small employment agency whose old office was in the World Trade Center, is kidnapped by a man in the elevator on her way to work, who demands $687,000 in exchange for her safe return.
When his unconventional methods result in the case against a child molester being thrown out of court, Jack finds himself at the center of an investigation by the Office of Professional Responsibility into how missing persons cases have been handled.
While the team continue their efforts to find Sydney Harrison, the hostage situation at the ransom drop continues to escalate when Jack discovers that Sam has been seriously injured and is forced to make a deal to ensure she receives medical attention.
The viewer is introduced to the missing persons unit, headed up by the driven but morally compromised Jack Malone, whose professional successes are marred by his complicated personal life—he is in the midst of a messy breakup from his wife, precipitated by his own infidelity with his protégé, Samantha "Sam" Spade. At the outset of the series, Jack struggles to balance his crumbling marriage with the arrival of Martin Fitzgerald, a rookie agent whose placement Jack sees as a sinecure due to Fitzgerald's father being a powerful figure in the FBI. The team ultimately find themselves forced to come together and personally reckon with the legacy of 9/11 when a businesswoman whose company headquarters were destroyed in the Twin Tower attacks is kidnapped by a man whose wife was killed in the World Trade Center.