Public Safety - Technology Operations Center Analyst

Job Description

Job Description

Salary : $90-$100

RESPONSIBILITIES

• 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.
• 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 (SLAs) 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, costs, 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.
• 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.

MANDATORY SKILLS / EXPERIENCE

Note : Candidates who do not have the mandatory skills will not be considered

Note : 35 hours / 3 days a week : Days / Nights / Weekends. Required to work alternating shifts.

For the first 4 to 6 weeks, they will be working 9 : 00 am to 5 : 00 pm to get training and then go on shifts which they will rotate every 3 months.

Due to the necessary technical duties of this position in a 24 / 7 operation, the candidate will be required to work various shifts such as weekend and / or nights / evenings.

Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and OTI Public Safety staff.

If you are interested in getting more information about this opportunity, please contact Irina Rozenberg Recruiting@arielpartners.comat your earliest convenience.

At Ariel Partners, we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions, so when they have their biggest challenges, we are on their short list. We are looking for team members who share our values of : Integrity to do the right thing even when it hurts; Commitment to the long-term success and happiness of our customers, our people, and our partners; Courage to take on difficult challenges, accept new ideas, and accept incremental failure; and the constant pursuit of Excellence . Ariel Partners is an Equal Opportunity Employer in accordance with federal, state, and local laws.

Salary : $90 - $100