JR IT Help Desk Analyst

IT Help Desk Analyst – Tier 1 (Onsite)Location: Sacramento, CA (Onsite)Pay Rate: $21/hourEmployment Type: ContractIndustry: UtilitiesClient: A Swoon client, leader in the utilities industryJob OverviewA Swoon client, a leader in the utilities industry, is seeking an IT Help Desk Analyst (Tier 1) to join their Technical Support Center in Sacramento, CA. This is a customer-facing, onsite role providing first-level technical support to end users in an enterprise environment.This position is ideal for candidates with strong customer service skills, entry-level to junior IT experience, and a passion for helping users resolve technical issues efficiently.Key ResponsibilitiesProvide Tier 1 technical support to end users via phone and web-based channelsTroubleshoot and resolve basic hardware, software, desktop, mobile, and network issuesSupport Windows operating systems and Microsoft Office applicationsAssist with password resets, application access issues, and device troubleshootingCreate, update, and manage incident tickets according to priority and SLA guidelinesEscalate complex issues to higher-level support teams as neededDocument service requests and resolutions accurately and within required timeframesDeliver excellent customer service while meeting attendance, quality, and productivity metricsCollaborate with team members to support knowledge sharing and continuous improvementWork Environment100% onsite to start at the Technical Support CenterOpportunity to transition to a hybrid schedule after 3–6 months, based on performance, training completion, and ability to work independentlyCore schedule is Monday–Friday, with start times between 6:00 AM and 9:30 AM (specific shifts TBD)Required QualificationsHigh School Diploma or equivalent1 year of IT Help Desk, Service Desk, or Technical Support experienceExperience supporting users via phone and web channelsWorking knowledge of Windows OS, Microsoft Office Suite, and basic enterprise IT environmentsStrong customer service and communication skillsAbility to troubleshoot basic IT issues and follow documented processesMinimum typing speed of 35 WPM (typing test results required at submission)Reliable attendance and strong work ethicAbility to learn quickly and adapt in a fast-paced environmentPreferred QualificationsCompTIA A certification or other IT-related certificationsPrior experience in a call center or customer-facing technical support roleBasic knowledge of:iOS devices (iPhone, iPad)Networking concepts (LAN, Wi-Fi, printers, peripherals)Experience working in an enterprise or regulated environmentAbility to work independently as well as collaboratively within a teamAdditional InformationBackground check requiredLong-term contract opportunity with stabilityExcellent opportunity to gain experience with a large enterprise utilities organization through SwoonCompany Description• Come get Swoon’d!! • Swoon handles the staffing need of over 80 Fortune 500 clients. • We have won Best and Brightest Companies to Work for in the Nation Award 6 years in a row. • Swoon was also awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020.

Salary : $21