Computer Support Analyst // Sacramento, CA

Job Title: Computer Support Analyst
Location: Sacramento, CA (On-site)
Duration: 24+ Months Contract
Client: Direct Client

Rate: $21/hr. on W2  (W2 Only)

Job Description:

• 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 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.