• Job Description

  Req#: 25-32397
  
  Help Desk
  Duration 1 year contract
  Pay Rate $21.00/hour - $22.00/hour
  Location Sacramento, CA
  
  TOP THINGS:
  o Tier 1 remote technical support experience
  o IT Service Desk experience
  o Call Center – Remote customer service experience
  o IT Certifications
  
  o 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.
  o • New workers starting on assignments will be onsite at the TSC: Provides opportunity for in-person training and mentorship from fellow team members
  • Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics
  
  - 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 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
  
  Minimum Qualifications
  o High School Diploma or equivalent
  o 1 year of IT service/help desk operations experience
  o Complete service requests and troubleshoot computer and device problems via the telephone & web channels
  o Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
  o Strong client customer skills
  o Ability to learn quickly and transfer essential knowledge to team members
  o Capable analytical skills
  o Teamwork is essential
  o Strong communication skills
  o Demonstrates work quality and efficiency
  o Open and adaptable to change
  o Passion for safety
  
  Desired Qualifications
  o 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 role
  o IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
  o Qualitative and quantitative analytic & problem solving skills
  o Ability to learn new concepts quickly
  o Organizational skills
  o Advanced verbal and written communication skills
  o Proficient in Microsoft Excel and Word
  o Is able to work independently or as part of a team
  o 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
  o Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
  o Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline
  
  
  
  Benefits: (employee contribution)
   Health insurance
   Health savings account
   Dental insurance
   Vision insurance
   Flexible spending accounts
   Life insurance
   Retirement plan
  
  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
  

• About the company

  neteffects is one of St. Louis' leading IT Staffing companies and IT Recruiting firms. Neteffects provides talent, business process, & technology solutions consulting in St. Louis, Missouri & beyond. Better Mondays Start Here!

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