Computer Field Analyst; CFA

Pay Rate: $28 - $40 per hour

Location:

Oakland, CA Duration: 5 month Summary

• Monday through Friday from 7:30am - 4:30pm with an hour lunch.

• Provide basic technical and administrative service/support for company IT needs through Phone, Web, and Chat channels.
• Assist clients with service request fulfillment, technical problems, and IT issues involving desktops, laptops, networks, wireless devices, or other technological problems.
• Provide timely resolution of problems or escalate on behalf of clients to appropriate technical staff.
• Provide outstanding client desktop support with intermediate level technical understanding and capability (Tier
  2) in Microsoft Operating Systems, Microsoft Office 365, and computing in an enterprise network environment.
• Expertly troubleshoot desktop and mobile computing devices, network, and peripheral issues; diagnose and resolve difficult technical issues requiring in-depth analysis.
• Provide on-call support after core hours and contact other IT on-call support for urgent issues on applications used by clients.
• Administer active two-way communications and 'knowledge transfer' within assigned team/function.
• Foster a strong teamwork culture intra and inter Field Support with team staff, colleagues, partners, and stakeholders.
• Take ownership and contribute to Knowledge Tool improvement.
• Assess and ensure process and work conform to existing policies, standards, and guidelines.
• Identify and support opportunities for process improvement.
• Demonstrate full understanding of computer desk side support, troubleshooting, and resolution concepts.
• Complete assignments of moderate or 2nd tier scope and complexity.
• Select methods, approaches, and tactics to resolve problems and obtain solutions.
• May participate on project teams.

• Minimum one year of experience in IT computer field support or face-to-face customer support.

• AS/BS degree in Computer Science, Management Information Systems, or a comparable quantitative field, or equivalent related work experience.
• Excellent oral and written communication skills.