Sr DesktopEngineer
Sr DesktopEngineer
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Job Description
Role: Sr. Desktop Engineer(Onsite)
Location: Brooklyn NY(ONLY LOCAL TO NJNYCT)
Duration : Long Terms
SCOPE OF SERVICES
o Provide telephone and email technical support on hardware software facilities network and telephony issues for NYPD FDNY DCAS and OTI Public Safety staff.
o Screen and process calls and maintain clear documentation by utilizing Public Safety Remedy
o 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.
o 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.
MANDATORY SKILLS/EXPERIENCE
Skills
Mandatory or Desired
9 years experience working in a service desk
environment
Mandatory
Proficient with the Microsoft Office suite; knowledge of remote desktop access software
utilized to troubleshoot issues remotely
Mandatory
Excellent verbal and written communication skills problem solving customer service
interpersonal and mentoring skills
Mandatory
Ability to work independently
Mandatory
Knowledge of Remedy or other Service Management tool a plus; ability to clearly and concisely communicate technical information to
nontechnical users at all organizational levels
Mandatory
Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal
skills with a focus on listening and questioning
Mandatory
Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute
tasks in a highpressure environment
Mandatory
Proven analytical and problemsolving abilities; teamoriented and skilled in working within a
collaborative environment
Mandatory
Proven analytical and problemsolving abilities;
teamoriented and skilled in working within a collaborative environment
Mandatory
Knowledge of monitoring software and auto ticketing a plus
Mandatory
Knowledge of the ITIL framework with
preference given to candidates with ITIL v3 or v4
Mandatory
Employment Type
Full Time
