Computer Client Support Analyst, Asc

Job Title: Computer Client Support Analyst, Asc

Location: Sacramento, CA

Duration: 12 months on Contract

Description:

****PLEASE ATTACH TYPING TEST RESULTS IN THE SUBMISSION.

o 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.

o • New workers starting on assignments will be onsite at the TSC: Provides opportunity for in-person training and mentorship from fellow team members

• Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics

Are these Web chat positions or the more customer-focused IT Help Desk positions? Customer-focused IT Help Desk positions. What are the words per minute that you would like to see for these candidates?

Minimum of 35WPM. Please attach the typing test results in Fieldglass.

Do you usually ask for a Associates or Bachelor's degree? Or have you been seeing candidates without either? No degree requirement but preferred; any computer related certification qualify as well.

Please submit candidates with 1 year help desk/customer service experience.

What shift will these positions be for? Shifts are TBD.

Their core schedule will be Monday through Friday, starting between 6:00 am-9:30 am.

What are the top personality traits or skills sets that make a contractor successful at the TSC?

- Windows Microsoft application experience

- Troubleshooting IT related issues (preferably with call center experience)

- iOS (iPhone, iPad) application support and troubleshooting

- Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device

- Driven to help and support clients with outstanding customer service.

- Ability to meet attendance expectations.

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 client 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

Minimum Qualifications

o High School Diploma or equivalent

o 1 year of IT service/help desk operations experience

o Complete service requests and troubleshoot computer and device problems via the telephone & web channels

o Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment

o Strong client customer skills

o Ability to learn quickly and transfer essential knowledge to team members

o Capable analytical skills

o Teamwork is essential

o Strong communication skills

o Demonstrates work quality and efficiency

o Open and adaptable to change

o Passion for safety

Desired Qualifications

o 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 role

o IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation

o Qualitative and quantitative analytic & problem solving skills

o Ability to learn new concepts quickly

o Organizational skills

o Advanced verbal and written communication skills

o Proficient in Microsoft Excel and Word

o Is able to work independently or as part of a team

o 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

o Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks

o Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline

The hourly rate for this position is $21.00 per hour.

Compensation:

Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].