Computer Client Support Analyst

• Provide client desktop support with basic technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite, and computing in an enterprise network environment.
• Troubleshoot desktop and mobile computing devices, network, and peripheral issues; identify and engage needed resources to remedy problems.
• Diagnose and resolve technical issues such as application, hardware, and software problems.
• Contact responsible support personnel to handle system-wide events.
• Provide after-hours support for urgent issues on applications used by clients.
• Administer active 2-way communications and “knowledge transfer” within assigned team/function.
• Create/assign incident tickets and work orders based on priority, impact, and complexity.
• Provide continuous improvement support for all service desk roles, functions, and activities.
• Assess and ensure process and work conform to existing policies, standards, and guidelines.
• Monitor network devices, interfaces, and applications through intelligent devices and automated programs for alarms/alerts.
• Manage alarms and alerts received from existing monitoring programs using previously defined business rules.

Customer Support/Service, Analysis Skills, Customer Support/Service, Analysis Skills, Willing to Travel, Operating Systems, Desktop Administration, Microsoft Product Family, Microsoft Office, Technical Support, * High School completion or equivalent.

• 1 year of IT service/help desk operations experience.
• Standard knowledge and experience in MS Office Suite, MS operating systems, and enterprise network environment.
• Strong client customer skills.
• Capable analytical skills.
• 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.
• Assorted IT software training/learning certifications.
• 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.
• Ability to work independently or as part of a team.
• Novice/basic knowledge of 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.