Desktop Support Specialist - Infojini : Job Details

Job Description:

o Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and OTI Public Safety staff.

o Screen and process calls and maintain clear documentation by utilizing Public Safety Remedy.

o 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.

o 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.

o 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.

o 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.

o 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.

o Perform special projects and initiatives as assigned.

SCOPE OF SERVICES:

o Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and OTI Public Safety staff.

o Screen and process calls and maintain clear documentation by utilizing Public Safety Remedy

o 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.

o 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

• 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
• Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
• Knowledge of monitoring software and autoticketing a plus
• Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
• Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment
• Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning
• 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 verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills
• Ability to work independently.