PSTOC Analyst 3
PSTOC Analyst 3
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 onhardware software facilities network and telephony issues for NYPD FDNYDCAS and OTI Public Safety staff.
- Screen and process calls and maintain cleardocumentation by utilizing Public Safety Remedy
- Participate in Public Safety Service Deskmanagement projects that enhance the quality and efficiency of servicesprovided; administer diagnose and resolve basic desktop related issues;troubleshoot network connectivity issues.
- Perform Citrix password and account managementprovision account(s) access for new employees; prioritization categorizationand resolution of incidents changes requests and problems; monitoringtracking and coordination of Public Safety Technology Operations Centerfunctions.
Requirements
MANDATORY SKILLS/EXPERIENCE
- At least 8 yearsof experience working in a service desk environment
- Proficient with the Microsoft Office suite; knowledge ofremote desktop access software utilized to troubleshoot issues remotely
- Excellent verbal and written communication skills problemsolving 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 tonontechnical users at all organizational levels
- Excellent customer service skills and effective telephoneetiquette; excellent troubleshooting and analytical skills; exceptionalinterpersonal skills with a focus on listening and questioning
- Solid relationship management and performance managementskills; ability to multitask and effectively prioritize and execute tasks in ahighpressure environment
- Proven analytical and problemsolving abilities;teamoriented and skilled in working within a collaborative environment
- Proven analytical and problemsolving abilities;teamoriented and skilled in working within a collaborative environment
- Knowledge of monitoring software and autoticketing a plus
- Knowledge of the ITIL framework with preference given tocandidates with ITIL v3 or v4
Required Experience:
IC
Employment Type
Contract
