Desktop Support (TOC Analyst)

Job Description

Job Title: Public Safety Technology Operations Center Analyst (TOC Analyst)

Location: 2 MetroTech Center, Brooklyn, NY 11201

Job type: Contract

Summary

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 RemedyParticipate 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.

Responsibilities

• 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
• 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, 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.
  
  

Mandatory Skills/Experience

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

Bachelor's degree in Computer Science, Information Systems, Geographic Information Systems (GIS), or a related field.

• 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