Description

You provide technical support for hardware, software, network, and telephony issues for public safety staff.

Responsibilities

• Provide telephone and email technical support for hardware, software, facilities, network, and telephony issues.
• Administer, diagnose, and resolve desktop-related issues and troubleshoot network connectivity.
• Manage Citrix passwords, account access provisioning, and user accounts.
• Prioritize, categorize, and resolve incidents, changes, requests, and problems using Remedy.
• Monitor and coordinate Public Safety Technology Operations Center functions.

Required Skills

• 9+ years of experience working in a service desk environment.
• Proficiency with Microsoft Office suite and remote desktop access software.
• Experience with the ITIL framework (v3 or v4 preferred).
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to communicate technical information clearly to non-technical users.
• Experience managing tasks and priorities in high-pressure environments.
• Proven ability to work independently and within collaborative teams.
• Excellent verbal and written communication skills.

Preferred Skills

• Knowledge of Remedy or other Service Management tools.
• Experience with monitoring software and auto-ticketing systems.

Key Skills

Education

Any Graduate