Computer Client Support Analyst
Location:
Sacramento (100% onsite)
Duration:
12-month contract
Pay rate:$20/hr
Schedule:
Standard office hours for training, then third shift
A growing utility-sector organization is seeking a Computer Client Support Analyst to join its 7x24 IT Service Desk. The role is Tier 1 desktop support covering Microsoft operating systems, the Microsoft Office Suite, and enterprise network environments. Once training is complete, the position moves to a third shift. The ideal candidate is a quick learner who communicates well and enjoys solving problems for end users.
Job Responsibilities:
In this role, you will provide front-line technical support within the IT Service Desk department, resolving client issues by phone and web and escalating to the right resources when needed. Key responsibilities include:
Essential Job Duties and Job Functions:
- Provide Tier 1 desktop support for Microsoft operating systems, Microsoft Office Suite, and enterprise network computing
- Troubleshoot desktop and mobile computing devices, network issues, and peripherals
- Diagnose and resolve application, hardware, and software issues that require in-depth analysis
- Create and assign incident tickets and work orders to the appropriate fix agents based on priority, impact, and complexity
- Contact on-call support and responsible personnel (by phone, page, or email) for urgent issues and system-wide events such as outages, software rollouts, down servers, and application failures
- Monitor network devices, interfaces, and applications for alarms and alerts from incidents and from unauthorized or failed changes
- Manage alarms and alerts using previously defined business rules, correlating related customer issues to eliminate duplicate events
- Follow work instructions, run-books, and playbooks to resolve incidents of well-defined scope
- Maintain active two-way communication and knowledge transfer within the team, both planned and real-time
- Support continuous improvement across service desk roles, functions, and activities
- Ensure work conforms to existing policies, standards, and guidelines
- Provide after-hours support outside of core hours
- Work a varied shift schedule in a 7x24 operations center environment; this role transitions to the graveyard shift once training is complete
Knowledge and Skills:
- Standard knowledge of and experience with MS Office Suite, Microsoft operating systems, and enterprise network environments
- Ability to complete service requests and troubleshoot computer and device problems via telephone and web channels
- Strong customer service and communication skills, both verbal and written
- Capable analytical skills, both qualitative and quantitative, with strong problem-solving ability
- Ability to learn new concepts quickly and transfer essential knowledge to team members
- Proficiency in Microsoft Excel and Word
- Basic knowledge of one or more of the following: IT product line, operational process, utility domain (gas, electric, telecom network), or TCP/IP
- Strong organizational skills and demonstrated work quality and efficiency
- Ability to work independently and as part of a team
- Open and adaptable to change, with a passion for safety
- Comfortable with heavy keyboarding and healthy office ergonomics
Education and Experience:
- Required: High school diploma or equivalent
- Required: 1 year of IT service/help desk operations experience
- Preferred: Two- to four-year college degree and/or IT certification or training, or equivalent IT work experience
- Preferred: Assorted IT software training or learning certifications
- Local travel may be required for training
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