Application Support Analyst
Spectraforce Technologies
Application Support Analyst
12 months
Sacramento, CA (Onsite) Job Responsibilities:
Required:
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.
- High School completion or equivalent
- Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
- Preferred: Assorted IT software training/learning certifications
- 1 year of IT service/help desk operations experience
- 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
- 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
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
- 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
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