• US Citizen

• Green Card

• EAD (OPT/CPT/GC/H4)

• H1B Work Permit

• Corp-Corp

• W2-Permanent

• W2-Contract

• Contract to Hire

• Consulting/Contract

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 25th Jan 2025

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. 

o Ensure high levels of customer service quality and 
availability by working closely with Tier 2, Tier 3 and 
Vendor support groups; monitor Service Level 
Agreements (SLA’s) to ensure incident and problem 
resolution match business expectations and timeframes; 
update policies and procedures that outline how issues 
are identified, documented, assigned and corrected. 

o Identify problem areas, and create and deliver solutions 
to enhance quality of service and to prevent future 
problems; clearly document the event, action taken, and 
resolution for a Remedy record; monitor and update the 
status of various customer problems at any given time. 

o Ability to share knowledge regarding the evaluation and 
correction of technical problems with other Tier 2 & 3 
Support professionals; capture data to be used by 
management regarding problem trends, resolution time, 
costs, or other metrics; contribute to escalated incident 
resolution by providing in-person, hands-on support 
when necessary; monitor incident trends and anticipate 
potential problems for proactive resolution. 

o Perform special projects and initiatives as assigned