Job Information
PamTen, Inc. Technical Support Analyst in United States
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. This role has rotating 12 hour shifts - day/ evening/ weekend- that change every three months. Initial training will be weekday shifts, but rotating shifts will begin after the first three months.
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.
MANDATORY REQUIREMENTS
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
