Computer Client Support Analyst, Asc
Pacific Gas And Electric Company•Sacramento, CA
•Hybrid
About The Position
Provides first tier and second tier technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat. Assists clients with service request fulfillment, technical problems and information technology issues involving desktop, laptop, network, wireless device or other various technological problems. Provides timely resolution of problems or escalation on behalf of client to appropriate technical staff.
Requirements
- High School or GED-General Educational Development-GED Diploma
- Experience in IT-Information Technology service desk operations, 1 year
Nice To Haves
- Associates Degree in IT-Information Technology or job-related discipline or equivalent experience
- Experience in Information Technology (IT) technical support
- Experience with customer service technology, or related
- Experience in customer service, 1 year
- IT-Information Technology Software certification
- Ability to work shift schedule
- Ability to travel up to 10 percent of working time
Responsibilities
- Provides support after core hours, and contacts on-call support for urgent issues on applications used by clients.
- Isolates and correlates multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.
- Provides basic client desktop support in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.
- Assists in the development and implementation of guidelines and process documentation.
- Receives system problems/issues from end users, and logs the problem in a trouble ticket tracking tool with the appropriate priority categorization.
- Assists with the implementation of process improvements and efficiencies.
- Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.
- Develops skills through training and development opportunities.
- Monitors network devices, interfaces and applications through intelligent devices and automated programs as directed and manages alarms/alerts received from incidents, unauthorized or failed changes.
- Fosters teamwork, and builds mutual trust, respect, and cooperation among team members.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
