DESKTOP ENGINEER

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