PG&E
Computer Client Support Analyst, Associate
PG&E, Sacramento, California, United States, 95828
Requisition ID# 160080Job Category: Information TechnologyJob Level: Individual ContributorBusiness Unit: Information TechnologyWork Type: HybridJob Location: SacramentoDepartment OverviewInformation Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.Position SummaryProvides first tier and second tier technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat. Assists clients with service request fulfillment, technical problems and information technology issues involving desktop, laptop, network, wireless device or other various technological problems. Provides timely resolution of problems or escalation on behalf of client to appropriate technical staff.This position is hybrid, working from your remote office and Sacramento, CA office based on business need.
Successful candidate will need to be open to flexible hours and shifts throughout the business week. Shifts may include day shift, swing shift, and/or graveyard shift, based upon business need.PG&E is providing the hourly rate range that the company in good faith believes it might pay for this position at the time ofthe job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individualwill be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications,experience, market value, geographic location, and internal equity. This job is also eligible to participate inPG&E's discretionary incentive compensation programs. Although we estimatethe successful candidate hiredinto this rolewill be placed towards the middle or entry point of the range, the decisionwill be made on a case-by-casebasis related tothese factors.The hourly rate for this position ranges from $27.88 to $41.35.Job ResponsibilitiesProvides support after core hours, and contacts on-call support for urgent issues on applications used by clients.Isolates and correlates multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.Provides basic client desktop support in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.Assists in the development and implementation of guidelines and process documentation.Receives system problems/issues from end users, and logs the problem in a trouble ticket tracking tool with the appropriate priority categorization.Assists with the implementation of process improvements and efficiencies.Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.Develops skills through training and development opportunities.Monitors network devices, interfaces and applications through intelligent devices and automated programs as directed and manages alarms/alerts received from incidents, unauthorized or failed changes.Fosters teamwork, and builds mutual trust, respect, and cooperation among team members.QualificationsMinimum:High School or GED-General Educational Development-GED DiplomaExperience in IT-Information Technology service desk operations, 1 yearDesired:Associates Degree in IT-Information Technology or job-related discipline or equivalent experienceExperience in Information Technology (IT) technical supportExperience with customer service technology, or relatedExperience in customer service, 1 yearIT-Information Technology Software certificationAbility to work shift scheduleAbility to travel up to 10 percent of working time
Successful candidate will need to be open to flexible hours and shifts throughout the business week. Shifts may include day shift, swing shift, and/or graveyard shift, based upon business need.PG&E is providing the hourly rate range that the company in good faith believes it might pay for this position at the time ofthe job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individualwill be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications,experience, market value, geographic location, and internal equity. This job is also eligible to participate inPG&E's discretionary incentive compensation programs. Although we estimatethe successful candidate hiredinto this rolewill be placed towards the middle or entry point of the range, the decisionwill be made on a case-by-casebasis related tothese factors.The hourly rate for this position ranges from $27.88 to $41.35.Job ResponsibilitiesProvides support after core hours, and contacts on-call support for urgent issues on applications used by clients.Isolates and correlates multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.Provides basic client desktop support in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.Assists in the development and implementation of guidelines and process documentation.Receives system problems/issues from end users, and logs the problem in a trouble ticket tracking tool with the appropriate priority categorization.Assists with the implementation of process improvements and efficiencies.Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.Develops skills through training and development opportunities.Monitors network devices, interfaces and applications through intelligent devices and automated programs as directed and manages alarms/alerts received from incidents, unauthorized or failed changes.Fosters teamwork, and builds mutual trust, respect, and cooperation among team members.QualificationsMinimum:High School or GED-General Educational Development-GED DiplomaExperience in IT-Information Technology service desk operations, 1 yearDesired:Associates Degree in IT-Information Technology or job-related discipline or equivalent experienceExperience in Information Technology (IT) technical supportExperience with customer service technology, or relatedExperience in customer service, 1 yearIT-Information Technology Software certificationAbility to work shift scheduleAbility to travel up to 10 percent of working time