Computer Client Support Analyst

Computer Client Support Analyst

12 Months

Sacramento, CA 95833

Note
:

• Minimum Typing Requirement of 35 WPM
• Shifts Timings: Monday through Friday, Starting between 6:00 am-9:30 am.
• 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

Top Things
:

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

Top personality traits or skills sets that make a contractor successful at the TSC:

• Windows Microsoft application experience
• Troubleshooting IT related issues (preferably with call center experience)
• iOS (iPhone, iPad) application support and troubleshooting
• Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device
• Driven to help and support clients with outstanding customer service.
• Ability to meet attendance expectations.

Proficiency
:

• 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 Must be able to follow through on assigned tags to completion

• 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 PGE 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
• Completing documentation of service requests within established time frames

Minimum Qualifications

• High School Diploma or equivalent
• 1 year of IT service/help desk operations experience
• 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

Desired Qualifications

• Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
• 1 year of general customer service experience in retail, or call center sales or service role
• IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
• 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 guideline