Computer Client Support Analyst - Tech Support 1

Responsibilities

Kforce's notable Northern CA utilities client is looking for a Level 1 Tech Support Specialist to join their team. This position 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. Responsibilities:

• 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 guideline
• Correlate multiple customer issues identified with alarms/alerts received to eliminate duplication of events
  
  

Requirements

• IT certifications
• Tier 1 technical support experience
• IT Service Desk experience
• Call Center - remote customer service experience
• Able to type a minimum of 35WPM
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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