Computer Client Support Analyst, Asc

15 hours ago

Sacramento, United States Rose International Full time

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 client’s 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

  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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