Public Safety Technology Operations Center Analyst
Public Safety Technology Operations Center Analyst
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5years
90 - 90
1 Vacancy
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.
- 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 nontechnical 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 highpressure environment
- Proven analytical and problemsolving abilities; teamoriented and skilled in working within a collaborative environment
- Proven analytical and problemsolving abilities; teamoriented and skilled in working within a collaborative environment
- Knowledge of monitoring software and autoticketing
- Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
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
Education
Bachelor s degree from a four-year college or university preferred and 5+ years experience with technology or data organizations required. An equivalent combination of education and experience may also be considered.
Employment Type
Full Time
