Computer Client Support Analyst

Location: Sacramento, CA

Pay

$26.50 per hour

Schedule

This position is 100% onsite initially. After demonstrating the ability to work independently and meet performance expectations (typically 3-6 months), a hybrid work schedule may become available. Shift work in a 7×24 operations center is required, including after-hours support and varied schedules to meet business needs. Some local travel for training may be necessary.

About the role

Provides Tier 1 remote technical support and IT Service Desk experience in an enterprise network environment. New workers start onsite at the Technical Support Center (TSC) for in-person training and mentorship, with the opportunity to transition to a hybrid model based on performance criteria such as training completion, independent work capability, and meeting assignment metrics.

Responsibilities

• Provides client desktop support with basic technical understanding (Tier 1) for Microsoft Operating Systems, Microsoft Office Suite, and enterprise network computing.
• Troubleshoots desktop and mobile computing devices, network, and peripheral issues within Tier 1 technical scope; engages additional resources as needed.
• Diagnoses and resolves technical issues requiring in-depth analysis, such as application, hardware, and software problems.
• Takes appropriate action (e.g., phone calls, pages, emails) to contact support personnel for system-wide events like outages, software rollouts, or application failures.
• After-hours analysts provide support and contact on-call personnel for urgent client application issues.
• Administers active two-way communications and knowledge transfer within the team, both planned and real-time.
• Fosters a strong teamwork culture within and outside the TSC, collaborating with team members, colleagues, partners, and stakeholders.
• Creates and assigns incident tickets and work orders based on priority, impact, and complexity.
• Supports continuous improvement for all service desk roles, functions, and activities.
• Ensures processes and work conform to existing policies, standards, and guidelines.
• Correlates customer issues with alarms/alerts to eliminate duplication of events.
• Monitors network devices, interfaces, and applications for alarms/alerts from incidents or unauthorized changes.
• Manages alarms and alerts using predefined business rules.

Requirements

• High school diploma or equivalent (required).
• Two to four-year college degree, IT certification, or equivalent work experience (preferred).
• 1 year of IT service/help desk operations experience (required).
• CompTIA A+ certification (desired).
• Assorted IT software training/learning certifications (preferred).

Skills

• Required:
  • Standard knowledge of MS Office Suite, MS operating systems, and enterprise network environments.
  • Strong client customer service skills.
  • Ability to learn quickly and transfer knowledge to team members.
  • Capable analytical and problem-solving skills.
  • Essential teamwork and collaboration abilities.
  • Strong verbal and written communication skills.
  • Demonstrates work quality and efficiency.
  • Open and adaptable to change.
  • Passion for safety.
• Preferred:
  • Qualitative and quantitative analytical skills.
  • Organizational skills.
  • Advanced verbal and written communication skills.
  • Proficiency in Microsoft Excel and Word.
  • Ability to work independently or as part of a team.
  • Novice/basic knowledge of one or more of the following: IT product lines, operational processes, utility domains (e.g., Gas, Electric, Telecom Network), TCP/IP.
  • Adherence to work instructions, run-books, and playbooks.
  • Experience applying technical skills to resolve incidents of well-defined scope using procedural guidelines.

Working Conditions

• Office environment with heavy reliance on keyboarding and adherence to ergonomic practices.
• Must be available for varied shift schedules in a 24/7 operations center.