Urgent Brooklyn, NY Onsite
12 Months
Job Description:
Note: Due to the necessary technical duties of this position in a 24/7 operation, candidate will be required to work various shifts such as weekend and/or nights/evenings.
Justification: Public Safety Technology Operations Center Analyst
• 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
Requirements:
• At least 8 years of 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 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
• Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
• Knowledge of monitoring software and auto-ticketing
• Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4