Client Name: City of New York
Start Date: November 25, 2024
End Date: November 23, 2025
Contract Length (in weeks): 52
SCOPE OF SERVICES
- 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
MANDATORY SKILLS/EXPERIENCE
Note: Candidates who do not have the mandatory skills will not be considered
- 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
PSTOC Analyst 3
