Computer Client Support Analyst, Asc
Pacific Gas and Electric Company is seeking a Computer Client Support Analyst to provide first and second tier technical and administrative support for client IT needs. The role involves assisting clients with service requests and technical problems while ensuring timely resolution and effective communication with technical staff.
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
Skills
- High School or GED-General Educational Development-GED Diploma
- Experience in IT-Information Technology service desk operations, 1 year
- 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
Company Overview
Company H1B Sponsorship