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Computer Client Support Analyst: 17-04601
Ref No.: 17-04601
Location: Sacramento, California
Primary Skills:  Desktop support, Operating Systems, Troubleshoots desktop and mobile computing devices, Networking. 
Job Duration: 24+ Months 
Contract Type: W2

Job Description: 
  • 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
Qualifications:
  • High School Diploma or equivalent
  • 1 year of IT service/help desk operations experience o 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 o Teamwork is essential.
  • Strong communication skills.
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 o Advanced verbal and written communication skills.
  • Proficient in Microsoft Excel and Word.
  • Is able to work independently or as part of a team o 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 Pacific Gas and Electric Company is an AA/EEO employer that actively pursues and hires a diverse workforce. 
Please apply directly with your updated resume or call Siddharth at : 408-512-2354