Senior Service Desk

UNIVERSAL Technologies is seeking a Senior Service Desk Analyst with a minimum of 8-years of related experience to work rotating shifts including days nights and weekends onsite in Brooklyn, NY. Position: Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for multiple New York City Government agencies to 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. WHO WE ARE: UNIVERSAL Technologies, LLC is a Women-Owned (M/WBE) IT solutions and consulting company focused at delivering enterprise systems that significantly improve our clients IT performance. We work across the IT spectrum including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture. The pride in the services we provide and the accessibility and flexibility we provide to employees are what make Universal Technologies stand out from the rest! We hope to propel your IT career to the next level and excite our employees with new and challenging projects. WHAT WE OFFER: Our W2 employees can expect the following benefits: + Competitive pay + Health/Dental Insurance + Group Life Insurance + 401K + HSA/FSA + Pre-Tax Transportation Program + Generous Paid Time Off/Holiday Policy MANDATORY SKILLS/EXPERIENCE: + At least 8 years of experience working in a service desk environment + Availability to work rotating shifts including days, nights and weekend hours in a 24/7 operation + 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 + Experience using 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 auto-ticketing + Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 SCOPE OF SERVICES: + Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and OTI Public Safety staff. + Screen and process calls and maintain clear documentation by utilizing Public Safety 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. UNIVERSAL Technologies is an Equal Opportunity Employer.

Created: 2025-01-16