Computer Client Support Analyst, Asc

Computer Client Support Analyst, AscSacramento, CA12 MonthsPay Range: $19 - $21 per hourNote: Need to take the typing test.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.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 environmentIn 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 clientsAdministers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-timeFosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholdersCreate/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 completionAssesses and ensures process and work conforms to existing policies, standards and guidelinesCorrelate multiple customer issues identified with alarms / alerts received to eliminate duplication of eventsMonitor network devices, interfaces and applications through intelligent devices and automated programs across the Utility Client enterprise for alarms/alerts received from incidents, unauthorized or failed changesManage alarms and alerts received from existing monitoring programs using previously defined business rulesCompleting documentation of service requests within established time framesMinimum Qualificationso High School Diploma or equivalento 1 year of IT service/help desk operations experienceo Complete service requests and troubleshoot computer and device problems via the telephone & web channelso Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environmento Strong client customer skillso Ability to learn quickly and transfer essential knowledge to team memberso Capable analytical skillso Teamwork is essentialo Strong communication skillso Demonstrates work quality and efficiencyo Open and adaptable to changeo Passion for safetyDesired Qualificationso 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 roleo IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installationo Qualitative and quantitative analytic & problem solving skillso Ability to learn new concepts quicklyo Organizational skillso Advanced verbal and written communication skillso Proficient in Microsoft Excel and Wordo Is able to work independently or as part of a teamo 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/ IPo Adheres to Work Instructions and/or processes as defined in Run - Books and Playbookso Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline