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