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Calance Job Opening

Job TitleHelp Desk Analyst (Level I) - ID:34946
Duration12 Months
Start DateASAP
Job Skillsconnectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
LocationTorrance, CA
Date Posted11/21/2019

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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
MICHELL CASEY: (949) 860-4715
E M A I L: Recruiter.key1@calance.com

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** We will NOT accept 3rd Party/Corp to Corp (C2C) consultants **

Position: Help Desk Analyst (Level I)
JOB REF#: 17284B
Duration: 12+ Months (On-going Contract)
Location: Torrance, CA 90501 (on-site only)
Rate: Open, depends on exp level (W2 Only)

SHIFT: Sun - Thu 6am - 3pm PST

Help Desk Analyst (Level I) need to have exp working within a large service desk environment, familiarity with incident mgmt processes, working with ticketing systems (ServiceNow or Remedy), troubleshooting H/W and S/W issues over the phone 100% of the time. They will be troubleshooting users over the phone with Office products, Outlook, endpoint encryption and Cisco VPN. They will support home grown software applications. Need to be able to work independently and answer between 15-25 calls per day that consist of log in issues, application issues, computer issues and document how resolved/support the call. They will work with a team of 10 other Help Desk Support Analyst.

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.

RESPONSIBILITIES INCLUDE:
• Diagnose and resolve basic problems in the area of hardware, applications, and operating systems.
• Assists callers with connectivity problems in a network environment.
• Takes necessary steps to resolve problems to next level of support as directed by client.
• Escalates problems to next level of support as directed by client.
• Answer and attempt to resolve service requests related to supported applications, networks and hardware.
• Respond to problems that come to Technical Support for the client's user community.
• Works with internal staff to resolve problems, and ensure detailed explanations of user problems and call resolutions are entered in to the tracking system.
• Follow up with customer to ensure problems are resolved satisfactorily.
• Informs peers/ managers of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers are updated on
status of reported problems or projects.
• Provides after hours support as needed.
• Adheres to and supports client’s standards, policies, and procedures.

REQUIRED SKILLS/EXPERIENCE: (Resume must reflect this experience)
** Able to work - Sun - Thu 6am - 3pm **
• 2+ years providing Help Desk support, troubleshooting log in, computer and application issues, handling 15+ calls per day.
• Experience with incident mgmt processes, working with ticketing systems (ServiceNow or Remedy), and troubleshooting H/W and S/W issues over the phone.
• Experience troubleshooting users over the phone with Office products, Outlook, endpoint encryption and Cisco VPN.
• Experience document how you resolved/support the call, using ServiceNow Ticketing system
• Working knowledge to follow operations, problem management and escalation procedures
• Knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
• Exp troubleshooting MS Office applications over the phone: Windows OS (v7/v10), MS Office (Word/Excel), Outlook and PCAnywhere) and Active Directory,
• Extensive using Incident/Ticket Management systems, using ServiceNow or Remedy
• Must be able to work shifts in 24X7 call environment.
• 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.
• Education: Degree in Information Systems, or other related field or equivalent work experience.

DESIRED:
• ITIL V3 awareness
• MCP/MCSE certifications a plus.
• Any exp in areas of SQL, WAN/LAN, Telecommunications (T1's, Modems, Hubs, Routers, Frame relay) and AS/400
• Experience using software applications, such as PeopleSoft, Billing and Monitoring systems

W2-Hourly Benefits Offerings:
• Medical/Dental/Vision benefits (HMO/PPO)
• 401K Retirement program
• Paid Bi-Weekly/Direct Deposit
• Flex Spending Plan
• Voluntary Life, AD&D, STD or LTD plans





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ABOUT CALANCE


recruiting@calance.com
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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