Computer Client Support Analyst, Associate

Requisition ID # 164316 

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 to deliver high quality technology solutions.

Position Summary

Provides first and second tier technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat. Assist 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.

This position is hybrid, working from your remote office and our Sacramento, CA office approximately 1 -3 times per month, or more, based on business needs.

PG&E is providing the hourly rate range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

The hourly rate for this position ranges from $27.88 to $41.34. 

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, iOS 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.

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