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