New York - Public Safety Technology Operations Center Analyst - PSTOCA25-18599

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.