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Helpdesk

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Job Description

Title: Desktop Support

 

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

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

Mandatory

Proficient with the Microsoft Office suite; knowledge of remote desktop access software utilized to troubleshoot issues remotely

Mandatory

Excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills

Mandatory

Ability to work independently

Mandatory

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

Mandatory

Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning

Mandatory

Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment

Mandatory

Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment

Mandatory

Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment

Mandatory

Knowledge of monitoring software and auto-ticketing a plus

Mandatory

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

  

Job Overview

  • Date Posted:
    Dec-23-2024
  • Employment Type:
    Onsite
  • Years of experience:
    10.0 - 12.0 Years

Job Skills

  • Desktop Support