Service/Help Desk Operations Analyst
12 months
Sacramento, CA (Onsite)

Job 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.
Provides continous improvement support for all service desk roles, functions and activities
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.

Education Required:

High School completion or equivalent

Education Preferred:

Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.

License/Certification:

Preferred: Assorted IT software training/learning certifications

Experience Required:

1 year of IT service/help desk operations experience

Experience Preferred:

Qualitative and quantitative analytic & problem solving skills
Ability to learn new concepts quickly
Organizational skills
Advanced verbal and written communication skills
Proficient in Microsoft Excel and Word
Is able to work independently or as part of a team
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
Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines

?Working Conditions:

Vast majority of IT Service Desk positions/roles are a??office environmenta??, working a central facility, Heavy use/reliance on Keyboarding.
High adherence required on correct and healthy office ergonomics
Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment.
May require some local traveling for training.
Able to support shift schedules as required to meet business needs

Knowledge, Skills, and Abilities:
Required:

Complete service requests and troubleshoot computer and device problems via the telephone & web channels
Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
Strong client customer skills
Ability to learn quickly and transfer essential knowledge to team members
Capable analytical skills
Teamwork is essential
Strong communication skills
Demonstrates work quality and efficiency
Open and adaptable to change
Passion for safety

Preferred:

Qualitative and quantitative analytic & problem solving skills
Ability to learn new concepts quickly
Organizational skills
Advanced verbal and written communication skills
Proficient in Microsoft Excel and Word
Is able to work independently or as part of a team
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
Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines

Service/Help Desk Operations Analyst

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