Job Description

Requisition ID # 172307

Job Category: Information Technology

Job Level: Individual Contributor

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Sacramento

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

Provides first tier and second tier technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat. Assists clients with service request fulfillment, technical problems and information technology issues involving desktop, laptop, network, wireless device or other various technological problems. Provides timely resolution of problems or escalation on behalf of client to appropriate technical staff.

Job Responsibilities

• Provides support after core hours, and contacts on-call support for urgent issues on applications used by clients.
• Isolates and correlates multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.
• Provides basic client desktop support in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.
• Assists in the development and implementation of guidelines and process documentation.
• Receives system problems/issues from end users, and logs the problem in a trouble ticket tracking tool with the appropriate priority categorization.
• Assists with the implementation of process improvements and efficiencies.
• Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.
• Develops skills through training and development opportunities.
• Monitors network devices, interfaces and applications through intelligent devices and automated programs as directed and manages alarms/alerts received from incidents, unauthorized or failed changes.
• Fosters teamwork, and builds mutual trust, respect, and cooperation among team members.

The hourly rate for this position ranges from $27.88 to $41.35

Qualifications

Minimum:

• High School or GED-General Educational Development-GED Diploma
• Experience in IT-Information Technology service desk operations, 1 year

Desired:

• Associates Degree in IT-Information Technology or job-related discipline or equivalent experience
• Experience in Information Technology (IT) technical support
• Experience with customer service technology, or related
• Experience in customer service, 1 year
• IT-Information Technology Software certification
• Ability to work shift schedule
• Ability to travel up to 10 percent of working time