Job Description:

• 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.

Note: Days/Nights/Weekends. Required to work alternating shifts

 

Requirements:

• 10+ 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 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 a plus 
• Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4