Public Safety Technology Operations Center Analyst in Brooklyn, NY

35 hours/3 days a week: Days/Nights/Weekends. Required to work alternating shifts.

For the first 4 to 6 weeks, they will be working 9:00 am to 5:00 pm to get training and then go on shifts which they will rotate every 3 months.

Due to the necessary technical duties of this position in a 24/7 operation, candidate will be required to work various shifts such as weekend and/or nights/evenings

Public Safety -Technology Operations Center Analyst

• 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 and maintain clear documentation by utilizing Public Safety Remedy.
• Participate in Public Safety Service Desk management projects that enhance the quality and efficiency of services provided.
• 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.
• Ensure high levels of customer service quality and availability by working closely with Tier 2, Tier 3 and Vendor support groups; monitor Service Level Agreements (SLA’s) to ensure incident and problem resolution match business expectations and timeframes; update policies and procedures that outline how issues are identified, documented, assigned and corrected.
• Identify problem areas and create and deliver solutions to enhance quality of service and to prevent future problems; clearly document the event, action taken, and resolution for a Remedy record; monitor and update the status of various customer problems at any given time.
• Ability to share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionals; capture data to be used by management regarding problem trends, resolution time, or other 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.

SCOPE OF SERVICES

• 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 and maintain clear documentation by utilizing Public Safety Remedy
• 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.
• Perform Citrix password and account management, provision account(s) access for new employees; prioritization, categorization and resolution of incidents, changes, requests and problems; onitoring, tracking and coordination of Public Safety Technology Operations Center functions.

MANDATORY SKILLS/EXPERIENCE

• At least 8 years of experience working in a service desk environment
• Proficient with the Microsoft Office suite; knowledge of desktop access software utilized to troubleshoot issues ly
• 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 tool a plus; ability to clearly and concisely communicate technical information to non-technical users at all organizational levels
• Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning
• Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment
• Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
• Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
• Knowledge of monitoring software and auto-ticketing
• Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4

SPECIAL REQUIREMENTS:

Additional details:

Question 1: Is the 4–6-week training period a 5-day work week with 7 hours each day? Yes, they need to train with day staff since most of the volume occurs during the daytime and work with my leads.

Question 2: After this period is over, is the resource working ~12 hour shifts every other day (e.g. Mon, Wed, Fri)? Not every other day. The Shift is 3 consecutive days. Day 1) 12 hours. Day
12 hours. Days 3) 11 hours. Total of 35 hours. Shifts will be determined based on coverage and will change every 3 months.

Question 3: Are there specific shift times you'd be able to share with us? Especially what the overnight shift time would be? We are 24/7. I have a large staff and they all work 3-day shifts.

They all work rotational shift every 3 months. Night shift varies. Could be Monday, Tuesday,and Wednesday. Wednesday, Thursday, and Friday. Sunday, Monday, and Tuesday. Thursday,Friday, and Saturday. Friday, Saturday, and Sunday. ETC.

Question 4: Would the time and day of the shift they're given stay the same for a 3 Month periodand then change for the next 3-month period? Yes, the shift does not change for 3 months.

Please also note this is not a Desktop Engineer position. Also, this is full on-site support.

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