Computer Client Support Analyst, Asc

and those authorized to work in the U.S. can be considered as W2 candidates. Job Title: Computer Client Support Analyst, AscDuration: 07/19/2021 to 07/18/2023Work Location: Sacramento CA 95833Description:NOTE FROM AGILEONE: - Please provide a typing assessment and attach the results when submitting your candidates. Please ensure you speaking to your candidates and setting the expectation of start date. When submitting your candidate, also please confirm which shifts the candidate would be able to work in the resume. If I don't see the comments and/or the assessment I will reject your candidate. Please submit qualified, available and candidates who are interested in working in a helpdesk environment. 1) 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 35WPM 3) 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-9am. 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 07/19/2021 6) 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 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.) 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 Client 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 framesMinimum 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 safetyDesired 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 Advanced verbal and written communication skills Proficient in Microsoft Excel and Word Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Client, 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