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IT Technical Support Analyst (HelpDesk/Desktop/Call Centre)$19/hr ONSITE

Company: Finezi
Location: Sacramento
Posted on: November 23, 2021

Job Description:

IT Technical Support Analyst (HelpDesk/Desktop/Call Centre)$19/hr ONSITEJob description1) Are these Web chat positions or the more customer-focused IT Help Desk positions? Customer-focused IT Help Desk positions.2) What are the words per minute that you would like to see for these candidates? Minimum of 35WPM3) Do you usually ask for a Associates or Bachelor's degree? Or have you been seeing candidates without either? No degree requirement but preferred. Please submit candidates with 1 year help desk/customer service experience.4) What shift will these positions be for? Shifts are TBD. Their core schedule will be Monday through Friday, starting between 6am-8am.5) Once the candidates are identified, what tentative start date would you be looking at? I want to set the Suppliers expectations on the front end. Tentative start date is 12/6/20216) What are the top three personality traits or skills sets that make a contractor successful at the TSC? Customer Service, Microsoft Office Productivity Software, and Typing. 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 environmentIn 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.)Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-timeFosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholdersCreate/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 completionAssesses and ensures process and work conforms to existing policies, standards and guidelinesCorrelate multiple customer issues identified with alarms / alerts received to eliminate duplication of eventsMonitor network devices, interfaces and applications through intelligent devices and automated programs across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changesManage alarms and alerts received from existing monitoring programs using previously defined business rulesCompleting documentation of service requests within established time framesMinimum Qualificationso High School Diploma or equivalento 1 year of IT service/help desk operations experienceo Complete service requests and troubleshoot computer and device problems via the telephone & web channelso Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environmento Strong client customer skillso Ability to learn quickly and transfer essential knowledge to team memberso Capable analytical skillso Teamwork is essentialo Strong communication skillso Demonstrates work quality and efficiencyo Open and adaptable to changeo Passion for safetyDesired Qualificationso 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 roleo IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installationo Qualitative and quantitative analytic & problem solving skillso Advanced verbal and written communication skillso Proficient in Microsoft Excel and Wordo 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/ IPo Adheres to Work Instructions and/or processes as defined in Run - Books and Playbookso Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline''Work Remotely-- - NoJob Types: Full-time, ContractPay: $18.00 - $19.00 per hourJob Types: Full-time, ContractPay: $18.00 - $19.00 per hourSchedule:8 hour shiftEducation:High school or equivalent (Preferred)Experience:Help desk: 1 year (Preferred)Windows: 1 year (Preferred)Work Location: One location

Keywords: Finezi, Sacramento , IT Technical Support Analyst (HelpDesk/Desktop/Call Centre)$19/hr ONSITE, Human Resources , Sacramento, California

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