What are the responsibilities and job description for the PSTOC Analyst position at GovServicesHub?

Job Description

Job Location : Brooklyn, NY 11201

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.
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, 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.

Work Location : 2 MTC, NY

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, candidate will be required to work various shifts such as weekend and / or nights / evenings.

Note :

24 / 7- Days, Nights, Weekends (not including a mandatory unpaid meal break after 6 hours of work), 35 work hours per week.

If the consultant works more than 35 hours per week, the consultant must request overtime in the Agency's timekeeping system and the project manager must approve those hours worked above the weekly maximum.

SCOPE OF SERVICES :

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 :

8 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 non-technical 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 high-pressure environment – Mandatory

Proven analytical and problem-solving abilities; team-oriented 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

Remedy

Remote Desktop

Monitoring Software

Auto Ticketing

Citrix

Requirements

Skills Set : Skill Required / Desired Experience Experience as a Business Analyst on PeopleSoft HCM on implementation or upgrade projects Required 8 years Experience with PeopleSoft HCM 9.2 Payroll or Time & Labor Required 8 years Experience as a Business Analyst in identifying requirements and creating formal functional documents for key business stakeholders and SMEs Required 8 years Experience as a Business Analyst in conducting formal work sessions and functional analysis presentations Required 8 years Experience in performing hands-on end-to-end system integration and external interface testing Required 8 years at least 4) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio) Required 8 years Experience working with a public sector organization (Federal, State, or Local Government) Required 4 years Experience working with the Comptroller of Public Accounts (CPA) CAPPS Financials Required 2 years Experience with PeopleSoft HCN 9.2 Payroll or Time & Labor Required 2 years Experience with PeopleSoft Approval Workflow Engine (AWE) Required 2 years Experience with SharePoint Required 2 years Experience with Jira Required 1 year Experience working with the Scrum framework Required 1 year

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