PSTOC Analyst 3

K Systems Solutions • Brooklyn, NY

49d

About The Position

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.

Requirements

• 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 a plus
• Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4

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; 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed