Computer Client Support Analyst

12 Months

Sacramento, CA

Once the resource for this role is trained, this position will transition to a graveyard shift.

• Provide Tier 1 client desktop support with basic technical knowledge of Microsoft Operating Systems, Microsoft Office Suite, and enterprise network environments.
• Troubleshoot desktop and mobile computing devices, network connectivity, and peripheral issues.
• Diagnose and resolve technical issues related to applications, hardware, and software.
• Identify and engage appropriate support resources to resolve technical issues.
• Contact responsible support personnel through phone calls, pages, and emails to address system-wide events, including outages, software rollouts, server downtime, and application failures.
• Provide after-hours support and contact on-call support for urgent issues involving client applications.
• Maintain effective two-way communication and knowledge transfer within assigned teams and functions.
• Promote teamwork and collaboration across TSC teams, colleagues, partners, and stakeholders.
• Create and assign incident tickets and work orders based on priority, impact, and complexity.
• Support continuous improvement across service desk functions and activities.
• Ensure processes and work comply with existing policies, standards, and guidelines.
• Correlate multiple customer issues with alarms and alerts to eliminate duplicate events.
• Monitor network devices, interfaces, and applications through automated monitoring tools.
• Manage alarms and alerts using predefined business rules.

- High School diploma or equivalent.

• Two- to four-year college degree.
• IT learning accreditation, certification, or equivalent IT work experience.

- Preferred:
Relevant IT software training or learning certifications.

- Minimum 1 year of IT service desk / help desk operations experience.

• Qualitative and quantitative analytical and problem-solving skills.
• Ability to learn new concepts quickly.
• Strong organizational skills.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Excel and Word.
• Ability to work independently and as part of a team.
• Basic knowledge of one or more of the following:
  • IT product lines
  • Operational processes
  • Utility domains (Gas, Electric, Telecom Network)
  • TCP/IP networking
• Ability to follow work instructions, Runbooks, and Playbooks.
• Ability to resolve well-defined technical incidents using established procedures.

Required:

• Handle service requests and troubleshoot computer and device issues through telephone and web channels.
• Working knowledge of Microsoft Office Suite and Microsoft Operating Systems.
• Basic understanding of enterprise network environments.
• Strong customer service and client communication skills.
• Ability to learn quickly and transfer knowledge to team members.
• Analytical and problem-solving abilities.
• Strong teamwork and communication skills.
• Demonstrate work quality and efficiency.
• Adaptability and openness to change.
• Passion for safety.

Preferred:

• Strong qualitative and quantitative analytical skills.
• Ability to learn new concepts quickly.
• Excellent organizational skills.
• Advanced verbal and written communication skills.
• Proficiency in Microsoft Excel and Word.
• Ability to work independently or as part of a team.
• Basic knowledge of IT product lines, operational processes, utility domains, or TCP/IP networking.
• Ability to follow Runbooks, Playbooks, and established procedures.

• Primarily an office-based role in a centralized IT Service Desk / Operations Center.
• Heavy use of computers and keyboarding.
• Must follow proper office ergonomics and workplace safety practices.
• Must be available to work varied shifts in a 24/7 operations environment.
• After training, the role will transition to a graveyard shift.
• May require occasional local travel for training.
• Must be flexible to support shift schedules based on business needs.