Computer Client Support Analyst

Duration: 1 year contractPay: $22.45/hour W2Description:TOP THINGS:o Tier 1 remote technical support experienceo IT Service Desk experienceo IT Certificationso Desired: CompTIA A  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 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 framesMinimum Qualificationso High School Diploma or equivalento 1 year of IT service/help desk operations experienceo Complete service requests and troubleshoot computer and device problems via the telephone & web channelso Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environmento Strong client customer skillso Ability to learn quickly and transfer essential knowledge to team memberso Capable analytical skillso Teamwork is essentialo Strong communication skillso Demonstrates work quality and efficiencyo Open and adaptable to changeo Passion for safetyDesired Qualificationso 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 roleo IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installationo Qualitative and quantitative analytic & problem solving skillso Ability to learn new concepts quicklyo Organizational skillso Advanced verbal and written communication skillso Proficient in Microsoft Excel and Wordo Is able to work independently or as part of a teamo 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/ IPo Adheres to Work Instructions and/or processes as defined in Run - Books and Playbookso Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelineCompany DescriptionAbout us:The Norland Group has been in operation successfully since 1996. We are a strong believer of people management, professionalism and accountability. We only make promises when we are certain we can fulfill them. Our business focuses on fulfilling the needs of commercial and government customers in administrative services, workforce mobilization, information technology, engineering, project management services.Our Mission StatementOur main goal is to provide career advancement opportunities to our associates. We are committed to bringing our customers exceptional support services with the highest quality, integrity, and innovation. We believe that we are the stepping stone for our associates to advance their careers and to live a better life. Everyone should have a chance to live a successful and happy life. We operate our business based on those values and we choose employees who value the same principles.

Salary : $22