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VARITE INC · 1 month ago

Computer Client Support Analyst, Asc

Sacramento, CA

Full-time

Onsite

Entry Level

$20/hr - $21/hr

1+ years exp

VARITE INC is a company seeking a Computer Client Support Analyst to provide Tier 1 remote technical support. The role involves troubleshooting desktop and mobile computing devices, network issues, and ensuring effective communication within the team to resolve client concerns.

Information Technology & Services

Growth Opportunities

Responsibilities

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 PGE 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

Qualification

IT Service Desk experienceCompTIA A+Troubleshooting IT issuesWindows Microsoft applicationsCustomer service skillsMicrosoft Office SuiteComputer networkingAnalytical skillsTeamworkCommunication skillsOrganizational skills

Required

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

Minimum of 35WPM typing speed

1 year help desk/customer service experience

Preferred

CompTIA A+

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