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Computer Client Support Analyst
Ref No.: 17-89298
Location: Fairfield, California
Start Date / End Date: 12/18/2017 to 11/30/2019
DESCRIPTION: 

Artech is currently seeking to add to the below position

Job Title: Computer Client Support Analyst
Job ID: 9760 
Location: 425 BECK AVENUE, Fairfield, CA 94533-6808
Duration: 23 Months contract

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 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

Qualifications:
Minimum
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 o 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 
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 o 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

Please apply on our company website (www.artechinfo.com) with reference to job ID, or contact me at Pradeep.V@artechinfo.com / 973.507.7539
 
Pradeep
Team Lead – Staffing
Artech Information Systems LLC
360 Mt. Kemble Avenue, Suite 2000 | Morristown, NJ 07960
Office: 973.507.7539 | Fax: 973.998.2599
Email:
Pradeep.V@artechinfo.com | Website: www.artechinfo.com
About Artech Information Systems LLC
Artech is an employer-of-choice for the last 25 years to over 7,500 consultants across the globe. We recruit top-notch talent for over 70 Fortune and Government clients coast-to-coast across the U.S., India, and China. We are #1 Largest Woman-Owned IT Staffing Firm in the US and this may be your opportunity to join us! For more check: www.artechinfo.com
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