AgileComputer Client Support Analyst, Associate

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Agile1 Computer Client Support Analyst, Associate.

Location: Sacramento, CA.

• 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. On-call contacts 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 conform 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 PGE 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 frames.

• Tier 1 remote technical support experience.
• IT Service Desk experience.
• IT Certifications.
• Desired:
  CompTIA
  
  A.

• 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 devices.
• Driven to help and support clients with outstanding customer service.
• Ability to meet attendance expectations.

• High School Diploma or equivalent.
• 1 year of IT service/help desk operations experience.
• Complete service requests and troubleshot 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.

• Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
• 1 year of general customer service experience in retail, or call center sales or service role.
• IT technical experience in PC use, maintenance, troubleshooting, repairs, software & hardware installation.
• Qualitative and quantitative analytic & problem-solving skills.
• Ability to learn new concepts quickly.
• Organizational skills.
• Advanced verbal and written communication skills.
• Proficiency in Microsoft Excel and Word.
• Can work independently or as part of a team.
• Has novice/basic knowledge of one or more of the following designated areas: 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 Runbooks and Playbooks.
• Apply technical skills to resolve incidents of well-defined scope as specified by procedural guidelines.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.