Calance Job Opening

Job TitleHelp Desk Analyst (Level III) (2nd Shift) - ID:34125
Duration12 Months
Start DateASAP
Job SkillsServiceNow, Windows 10, VDI, LAN/WAN
LocationTorrance, CA
Date Posted07/09/2019

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FOR IMMEDIATE DETAILS ABOUT THIS POSITION, contact ANY of us direct, referencing the job# below:

Kindest Regards:
JUSTIN MATLIN: (949) 860-4716
SUMIT KUMAR: (949) 860-4718
E M A I L:


** We will NOT accept 3rd Party (C2C)/INC/1099 consultants **

Position: Help Desk Analyst (Level III)
JOB REF#: 17509
Duration: 12+ Months (On-going Contract)
Location: Torrance, CA 90501 (on-site only)
Rate: Open, depends on exp level (W2 Only/H1b Transfers)

Calance is a 1st tier vendor with 35 consultants working on-site for this global client. Although this is a contract role, the average consultant has been on project between 5-7 years. All work will be performed on-site (No remote work offered) and you MUST be available for a face to face interviews.

SHIFT: Sun – Thu – 11am to 8pm PST

Service Desk/Help Desk Analyst (Level II) provides initial triage for incident and requests reported to the service desk. Responsibilities include initial assessment, troubleshooting, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups.

Daily Tasks:
• Troubleshooting questions via the phone around network connectivity, resetting passwords, issues with Outlook, Windows 7 or 10 and triage on hardware issues.
• Troubleshoot 600 in housed developed applications and documenting.
• Provide support for over 25 -40 calls a day

• Responsible for incident resolution, diagnosis of complex problems, advanced problem resolution, end‐user support follow‐up, and interfacing with support groups/outside vendors
• Provide training to staff, mentoring and support for less experienced staff
• Keep peers/manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of
reported problems or projects
• Provide project support for new application releases and implementations
• Provide support of data and mobile devices

REQUIRED SKILLS/EXPERIENCE: (Resume must reflect this experience)
• Able to work Sun – Thu (11am to 8pm) PST
• 3+ years providing Help Desk support with in a high call volume call center (This is not a Desktop Support position)
• Exp providing Service Desk multi-channel support (Phone, Chat and Email). 
• Extensive exp troubleshooting MS Office applications over the phone: Windows OS (v7/v10), MS Office (Word/Excel), Outlook and PCAnywhere)
• 2+ yrs using Incident/Ticket Management systems, using ServiceNow or similar tools
• Must be able to work shifts in 24X7 call environment.
• Basic knowledge in the areas of SQL, WAN/LAN Telecommunications (T1s, Modems, Hubs, Routers, Frame relay)
• Strong knowledge in a variety of PC Software programs, remote tools.
• Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol.
• Experience using software applications, such as Active Directory, PeopleSoft, Billing and Monitoring systems.
• Education: College Degree (AA or Bachelors)

• ITIL V3 awareness
• MCP/MCSE Certifications
• Troubleshooting Network connectivity, Cisco VPN remote access and remote desktop VDI, configuring VPN access

Other Must Have's:
• Must be able to work as a W2 hourly consultant (H1 Transfer's available)
• Must reside LOCALLY (S. California) area
• MUST be available for a face to face interview

Calance Consultant Benefits Offerings:
** H1B Transfer/Green Card Processing Available **  
• EPO/PPO Medical Plan (Cigna)
• HMO/PPO Dental programs (Cigna)
• Vision - VSP (Vision Plan Summary)
• Voluntary Life, Short (STD)/Long Term (LTD) Disability and Voluntary plans
• 401K VOYA Retirement vesting program
• Paid Bi-Weekly/Direct Deposit

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Mission Viejo, CA ~ (800) 732-4680
Atlanta, GA ~ (866) 951-1151

Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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