IT Desktop Suppot

About the Role

This position is 100% onsite initially, with the opportunity to transition to a hybrid work schedule after 3-6 months, based on performance. New hires will receive in-person training and mentorship at the TSC. Workers will be assessed for the hybrid model based on training completion, understanding of materials, independence, and meeting assignment metrics.

Responsibilities

• Provides client desktop support with basic technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite, and computing in an enterprise network environment.
• Troubleshoots desktop and mobile computing devices, network, and peripheral issues; identifies and engages resources to remedy problems.
• Diagnoses and resolves technical issues requiring in-depth analysis, such as application, hardware, and software problems.
• Contacts responsible support personnel for system-wide events (e.g., outages, software rollouts, down servers, application failures).
• Provides after-hours support and contacts on-call support for urgent issues.
• Administers active 2-way communication and knowledge transfer within the team.
• Fosters a strong teamwork culture intra and inter TSC.
• Creates/assigns incident tickets and work orders based on priority, impact, and complexity.
• Supports continuous improvement for all service desk roles, functions, and activities.
• Assesses and ensures processes conform to policies, standards, and guidelines.
• Correlates customer issues with alarms/alerts to eliminate duplication of events.
• Monitors network devices, interfaces, and applications for alarms/alerts.
• Manages alarms and alerts using defined business rules.

Requirements

• 1 year of IT service/help desk operations experience.
• High School completion or equivalent.
• Ability to work a varied shift schedule in a 7x24 hour operations center environment.
• Local travel for training may be required.

Qualifications

• Preferred: Two to four-year college degree and/or IT learning accreditation or certification.
• Preferred: Assorted IT software training/learning certifications.

Skills

• 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 knowledge to team members.
• Capable analytical skills.
• Teamwork and strong communication skills.
• Demonstrates work quality and efficiency.
• Open and adaptable to change.
• Passion for safety.
• Preferred: Qualitative and quantitative analytic & problem-solving skills, organizational skills, proficiency in Microsoft Excel and Word, basic knowledge of IT product lines, operational processes, or Utility domain (e.g., Gas, Electric, Telecom Network, TCP/IP).

Working Conditions

• Office environment with heavy use of keyboarding.
• High adherence to correct and healthy office ergonomics.

Pay

$26.50

Location

Sacramento, CA