What are the responsibilities and job description for the Public Safety Technology Operations Center Analyst - PSTOCA25-18599 position at NavitsPartners?
Job Title : Public Safety Technology Operations Center Analyst
Duration : 12 Months
Location : Brooklyn, NY 11201
Scope of Services :
Provide technical support via telephone and email on hardware, software, facilities, network, and telephony issues for Public Safety staff.
Screen and process calls, maintaining clear documentation using Public Safety Remedy.
Participate in management projects to enhance service quality and efficiency.
Administer, diagnose, and resolve basic desktop-related issues, troubleshooting network connectivity.
Manage Citrix password and account access for new employees.
Prioritize, categorize, and resolve incidents, changes, requests, and problems.
Monitor, track, and coordinate Public Safety Technology Operations Center functions.
Mandatory Skills / Experience :
At least 8 years of experience in a service desk environment.
Proficiency with Microsoft Office Suite and remote desktop access software.
Excellent verbal and written communication skills.
Strong problem-solving, customer service, interpersonal, and mentoring abilities.
Ability to work independently with minimal supervision.
Knowledge of Remedy or other Service Management tools is a plus.
Ability to effectively communicate technical information to non-technical users.
Strong troubleshooting and analytical skills.
Proven ability to multitask, prioritize, and execute tasks under pressure.
Solid relationship management and performance management skills.
Familiarity with monitoring software and auto-ticketing systems.
Knowledge of the ITIL framework is preferred, with preference given to candidates with ITIL certifications.
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