Technical Support Analyst - PamTen Inc
Brooklyn, NY
About the Job
Our client is looking for a Technical Support Analyst for a one year contract. The consultant will need to work onsite at the company's Brooklyn offices. Previous experience providing technical support within public safety or governmental sectors is a plus.
- Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for governmental departments and Public Safety staff.
- Screen and process calls and maintain clear documentation by utilizing 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; monitoring, tracking and coordination of Public Safety Technology Operations Center functions.
- 8 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
- 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 autoticketing a plus
- Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 M
Source : PamTen Inc
