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Support Analyst

Location: Sacramento
Posted on: May 24, 2023

Job Description:

Job Description:

Pay Range: $ 15 hr - $21hr


  • 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

    Minimum Qualifications:

    • 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.

      Desired Qualifications:

      • 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.

Keywords: CYNET SYSTEMS, Sacramento , Support Analyst, Professions , Sacramento, California

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