Public Safety Technology Operations Center Analyst

Company: Govserviceshub
Location: New York
Posted on: February 1, 2025

Job Description:

Public Safety Technology Operations Center AnalystLocation: Brooklyn, NY 11201, Onsite.Posted on: 01/09/2025Job Schedule: 35 hours/3 days a week: Days/Nights/Weekends. Required to work alternating shifts. Initial training for 4 to 6 weeks from 9:00 am to 5:00 pm, then rotating shifts every 3 months.Due to the necessary technical duties of this position in a 24/7 operation, candidates will be required to work various shifts including weekends and/or nights/evenings.Job Responsibilities:

• 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, maintaining clear documentation by utilizing Public Safety Remedy.
• Participate in Public Safety Service Desk management projects to enhance service quality and efficiency.
• Perform Citrix password and account management; provision access for new employees; prioritize, categorize, and resolve incidents, changes, requests, and problems; monitor and coordinate Public Safety Technology Operations Center functions.
• Ensure high levels of customer service quality by working closely with Tier 2, Tier 3, and Vendor support groups; monitor Service Level Agreements (SLAs) to ensure timely incident and problem resolution.
• Identify problem areas and create solutions to enhance service quality and prevent future issues; document events, actions taken, and resolutions for Remedy records.
• Share knowledge regarding technical problem evaluation and correction with Tier 2 & 3 Support professionals; capture data for management regarding problem trends and resolution metrics.
• Contribute to escalated incident resolution by providing in-person, hands-on support when necessary; monitor incident trends and anticipate potential problems for proactive resolution.
• Perform special projects and initiatives as assigned.Mandatory Skills/Experience:
• At least 8 years of experience in a service desk environment.
• Proficient with Microsoft Office suite; knowledge of remote desktop access software for troubleshooting.
• 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 tools is a plus; ability to communicate technical information clearly to non-technical users.
• Excellent customer service skills and effective telephone etiquette; strong troubleshooting and analytical skills.
• Solid relationship management and performance management skills; ability to multitask and prioritize effectively in a high-pressure environment.
• Knowledge of monitoring software and auto-ticketing.
• Knowledge of the ITIL framework, with preference given to candidates with ITIL v3 or v4 certification.
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Keywords: Govserviceshub, East Orange , Public Safety Technology Operations Center Analyst, IT / Software / Systems , New York, New Jersey