What are the responsibilities and job description for the Public Safety Engineer position at InvestM Technology LLC?
Title: PSTOC (Public Safety and Transportation Operations Center) Analyst
Location: Brooklyn, NY
Duration: 12 months
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; monitor, track, and coordinate Public Safety Technology Operations Center functions.
MANDATORY SKILLS/ EXPERIENCE:
- 8 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 tools is a plus, as well as the ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.
- Excellent customer service 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.
