(IT PSP) Computer Client Support Analyst I

Computer Client Support Analyst I

Sacramento, CA

12+ Month Contract **Please note, once the resource for this role is trained, this will be a graveyard position

Pay

20.51/hr, W 2

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 continous 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.

Education Required

High School completion or equivalent

Education Preferred

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

License/Certification

Preferred

Assorted IT software training/learning certifications

Experience Required

1 year of IT service/help desk operations experience

Experience Preferred

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 "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

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