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- 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
- 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 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
- High School Diploma or equivalent
- 1 year of IT service/help desk operations experience
- Complete service requests and troubleshoot computer and device problems via the telephone & web channels
- Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
- Strong client customer skills
- Ability to learn quickly and transfer essential knowledge to team members
- Capable analytical skills
- Teamwork is essential
- Strong communication skills
- Demonstrates work quality and efficiency
- Open and adaptable to change
- Passion for safety
- Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
- 1 year of general customer service experience in retail, or call center sales or service role
- IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
- Qualitative and quantitative analytic & problem solving skills
- Ability to learn new concepts quickly
- Organizational skills
- Advanced verbal and written communication skills
- Proficient in Microsoft Excel and Word
- Is able to work independently or as part of a team
- 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
- Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
- Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline
- ID: #49284477
- State: California Sacramento 94203 Sacramento USA
- City: Sacramento
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2023-02-18
- Deadline: 2023-04-10
- Category: Customer service