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.

9+ years’ experience working in a service desk

environment

Proficient with the Microsoft Office suite; knowledge of remote desktop access software

utilized to troubleshoot issues remotely

Excellent verbal and written communication skills, problem solving, customer service,

interpersonal and mentoring skills

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 the ITIL framework with

preference given to candidates with ITIL v3 or v4