What are the responsibilities and job description for the Technical Support Specialist position at Enterprise Solutions Inc.?
Title: Computer Client Support Analyst
Location: Sacramento, CA, USA, 95605
Term: Contract
Job Description:
TOP THINGS:
o Tier 1 remote technical support experience
o IT Service Desk experience
o IT Certifications
o Desired: CompTIA A
o These positions will be 100% onsite to start and once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available. This usually takes 3-6 months of work before the candidate is ready to be considered for the hybrid work schedule.
o • New workers starting on assignments will be onsite at the TSC: Provides opportunity for in-person training and mentorship from fellow team members
• Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics
Are these Web chat positions or the more customer-focused IT Help Desk positions? Customer-focused IT Help Desk positions. What are the words per minute that you would like to see for these candidates? Minimum of 35WPM. Please attach the typing test results in Fieldglass. Do you usually ask for a Associates or Bachelor’s degree? Or have you been seeing candidates without either? No degree requirement but preferred; any computer related certification qualify as well. Please submit candidates with 1 year help desk/customer service experience. What shift will these positions be for? Shifts are TBD. Their core schedule will be Monday through Friday, starting between 6:00 am-9:30 am.
What are the top personality traits or skills sets that make a contractor successful at the TSC?
- Windows Microsoft application experience
- Troubleshooting IT related issues (preferably with call center experience)
- iOS (iPhone, iPad) application support and troubleshooting
- Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device
- Driven to help and support clients with outstanding customer service.
- Ability to meet attendance expectations.
� 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
Minimum Qualifications
o High School Diploma or equivalent
o 1 year of IT service/help desk operations experience
o Complete service requests and troubleshoot computer and device problems via the telephone & web channels
o Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
o Strong client customer skills
o Ability to learn quickly and transfer essential knowledge to team members
o Capable analytical skills
o Teamwork is essential
o Strong communication skills
o Demonstrates work quality and efficiency
o Open and adaptable to change
o Passion for safety
Desired Qualifications
o Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
o 1 year of general customer service experience in retail, or call center sales or service role
o IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
o Qualitative and quantitative analytic & problem solving skills
o Ability to learn new concepts quickly
o Organizational skills
o Advanced verbal and written communication skills
o Proficient in Microsoft Excel and Word
o 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
o Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
- o Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline