Helpdesk support analyst

Job Title:
Computer Client Support Analyst I

Location:
Sacramento, CA

Pay Rate: $26.50

• Tier 1 remote technical support experience
• IT Service Desk experience
• IT Certifications
• Desired:
  CompTIA A+

These positions will be 100% onsite to start and once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available. This usually takes 3-6 months of work before the candidate is ready to be considered for the hybrid work schedule.

• New workers starting on assignments will be onsite at the TSC:
  Provides opportunity for in-person training and mentorship from fellow team members
• Workers to be assessed for hybrid work model:
  Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics

Job Responsibilities:

• Provides client desktop support with basic level technical understanding and capability (Tier
  1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.
• In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems.
• Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems;
  Takes appropriate action (e.g. phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g, system outages, software rollouts, down servers, application failures, etc).
• After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients. Administers active 2-way communications and "knowledge transfer" within assigned team/function, both planned/advance notice and real-time.
• Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders. Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents.
• Provides continuous improvement support for all service desk roles, functions and activities Assesses and ensures process and work conforms to existing policies, standards and guidelines.
• Correlate multiple customer issues identified with alarms/alerts received to eliminate duplication of events Monitor network devices, interfaces and applications through intelligent devices and automated programs across the enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
• Manage alarms and alerts received from existing monitoring programs using previously defined business rules.

• High School completion or equivalent

• Two to four-year college degree and/or IT learning accreditation or certification or equivalent

• License/Certification:
  Preferred:
  Assorted IT software training/learning certifications

• 1 year of IT service/help desk operations experience

• Qualitative and quantitative analytic & problem solving skills Ability to learn new concepts quickly
• Organizational skills Advanced verbal and written communication skills
• Proficient in Microsoft Excel and Word
• Is able to work independently or as part of a team
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
• Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines
• Working Conditions:
  
  Vast majority of IT Service Desk positions/roles are â??office environment??, working a central facility, Heavy use/reliance on Keyboarding. High adherence required on correct and healthy office ergonomics
• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. May require some local traveling for training. Able to support shift schedules as required to meet business needs Knowledge, Skills, and Abilities:
  
  Required:
• Complete service requests and troubleshoot computer and device problems via the telephone & web channels Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
• Strong client customer skills Ability to learn quickly and transfer essential knowledge to team members
• Capable analytical skills Teamwork is essential Strong communication skills
• Demonstrates work quality and efficiency Open and adaptable to change Passion for safety Preferred:

Skills:

it service,office,it,enterprise,training,microsoft,devices,operations