Helpdesk support analyst

Location: Sacramento, CA

About the role

These positions will be 100% onsite to start. Once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available, typically after 3-6 months of work.

New workers will be onsite at the Technical Support Center (TSC) for in-person training and mentorship. Assessment for the hybrid work model will be based on criteria such as training completion, grasp of material, ability to work independently, and meeting assignment metrics.

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 requiring in-depth analysis, such as application, hardware, and software problems.
• Takes appropriate action (e.g., phone calls, pages, emails) to contact responsible support personnel for system-wide events (e.g., system outages, software rollouts, down servers, application failures).
• After-hours analysts provide support and contact on-call personnel for urgent issues on client-used applications.
• Administers active two-way communications and "knowledge transfer" within the assigned team/function, both planned and real-time.
• Fosters a strong teamwork culture within and outside the TSC, collaborating with team staff, colleagues, partners, and stakeholders.
• Creates/assigns incident tickets and work orders based on priority, impact, and complexity to the appropriate fix agents.
• Provides continuous improvement support for all service desk roles, functions, and activities.
• Assesses and ensures processes and work conform to existing policies, standards, and guidelines.
• Correlates multiple customer issues identified with alarms/alerts to eliminate duplication of events.
• Monitors network devices, interfaces, and applications through intelligent devices and automated programs across the enterprise for alarms/alerts from incidents, unauthorized, or failed changes.
• Manages alarms and alerts received from existing monitoring programs using predefined business rules.

Requirements

• 1 year of IT service/help desk operations experience.
• High school completion or equivalent.

Qualifications

• Qualitative and quantitative analytic and problem-solving skills.
• Ability to learn new concepts quickly.
• Organizational skills.
• Advanced verbal and written communication skills.
• Proficient in Microsoft Excel and Word.
• Able to work independently or as part of a team.
• Novice/basic knowledge of one or more of the following: IT product line, operational process, utility domain (e.g., Gas, Electric, Telecom Network, TCP/IP).
• Adheres to work instructions and processes as defined in runbooks and playbooks.
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines.

Skills

• Required:
  • Complete service requests and troubleshoot computer and device problems via telephone and web channels.
  • Standard knowledge and experience in MS Office Suite, MS operating systems, and enterprise network environments.
  • Strong client customer service 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.
• Preferred:
  • CompTIA A+ certification.
  • Assorted IT software training/learning certifications.
  • Two to four-year college degree and/or IT learning accreditation or equivalent IT work experience.

Working Conditions

• Vast majority of work is in an office environment at a central facility with heavy use of keyboarding; adherence to correct and healthy office ergonomics is required.
• Must be available to work a varied shift schedule in a 7x24-hour operations center environment.
• May require some local traveling for training.
• Able to support shift schedules as required to meet business needs.

Pay

$26.50 per hour