Computer Client Support Analyst, Asc

Job Title: Computer Client Support Analyst, Asc

Location: Sacramento, CA

Duration: 12 months on Contract

PLEASE ATTACH TYPING TEST RESULTS IN THE SUBMISSION.

• These positions will be 100% onsite to start and once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available. This usually takes 3-6 months of work before the candidate is ready to be considered for the hybrid work schedule.
• New workers starting on assignments will be onsite at the TSC, providing opportunity for in-person training and mentorship from fellow team members.
• Workers will be assessed for hybrid work model based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics.
• Minimum of 35 WPM. Please attach the typing test results in Fieldglass.
• No degree requirement but preferred; any computer‑related certification qualifies as well.
• Please submit candidates with 1 year help desk/customer service experience.
• Shift information is TBD. Core schedule is Monday through Friday, starting between 6:00 am–9:30 am.

• 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.

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 and contact 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.

Correlates multiple customer issues identified with alarms/alerts received to eliminate duplication of events.

Monitors network devices, interfaces and applications through intelligent devices and automated programs across the client enterprise for alarms/alerts received from incidents, unauthorized or failed changes.

Manages alarms and alerts received from existing monitoring programs using previously defined business rules.

Completes documentation of service requests within established time frames.

• High School Diploma or equivalent.
• 1 year of IT service/help desk operations experience.
• Completes service requests and troubleshoots computer and device problems via the telephone & web channels.
• Standard knowledge and experience in MS Office Suite, MS operating 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…