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Computer Client Support Analyst, Asc
Ref No.: 17-19383
Location: Sacramento, California
Start Date / End Date: 09/25/2017 to 09/15/2019
Please note that it is possible during this assignment that the work schedule may include Swing, Grave, or Weekend shifts. Manager is looking to fill 5 positions, • Minimum Qualifications o High School Diploma or equivalent o 1 year of IT service/help desk operations experience o Complete service requests and troubleshoot computer and device problems via the telephone & web channels o Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment o Strong client customer skills o Ability to learn quickly and transfer essential knowledge to team members o Capable analytical skills o Teamwork is essential o Strong communication skills o Demonstrates work quality and efficiency o Open and adaptable to change o Passion for safety • Desired Qualifications o Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience. o 1 year of general customer service experience in retail, or call center sales or service role o IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation o Qualitative and quantitative analytic & problem solving skills o Ability to learn new concepts quickly o Organizational skills o Advanced verbal and written communication skills o Proficient in Microsoft Excel and Word o Is able to work independently or as part of a team o 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 o Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks o Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline is an AA/EEO employer that actively pursues and hires a diverse workforce. 

• 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 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