Sr. 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

Skills

• Mandatory or Desired?

• 9+ years' 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

• Mandatory