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

• 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, 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 as assigned.

Responsibilities:

• 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.

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