Computer Client Support Analyst

Computer Client Support Analyst
Sacramento, CA (100% Remote)
3 months+ Contract

**TYPING TEST MUST STILL BE INCLUDED**
***OPEN TO BOTH LOCAL AND NON-LOCAL including Out of State Candidates***** 100% remote (in the unlikely event that one or more of the successful candidates is local to the Sacramento area and would prefer to work onsite, the team would be OK with that)

**WORK SCHEDULE: The team expects to cover 6am 6pm Pacific Time with these 2 positions. Please specify in the resume the selected shift of your candidate's Shift start times are expected to be:
Top Skills:

• Microsoft Intune and MS Authenticator
• Customer service/client support via phone experience
• Experience using a ticketing system (Remedy, Service Now, etc.)

***EQUIPMENT REQUIRED: laptop and head set (must be provided by the suppliers if workers do not have). Please note of the CITRIX Laptop Requirements in the comment section. Computing equipment must be provided by the worker/agency. A virtual computing license will be provided for the worker to connect via Citrix, VDI or Cloud PC. The worker may be assigned an iPhone for company use.

Job Description:

• Provides remote support with technical understanding and capability of Microsoft Intune and MS Authenticator.
• Primary responsibilities include: iOS device activation, Microsoft Intune Install and Enrollment, Enterprise Microsoft Authenticator install and enrollment, BYOD iOS device support for uninstall of MDM and re-install of MS Intune.
• 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
• Complete documentation of service requests within established time frames

Minimum Qualifications:

• High School Diploma or equivalent.
• 1 year of IT service/help desk operations experience
• Complete service requests and troubleshoot computer and device problems via the telephone & web channels
• Standard knowledge and experience Microsoft Office Suite, Microsoft Windows operations systems,
• Support Experience with Avanti Intune, iOS, and mobile phone activations
• Strong client customer skills
• Ability to learn quickly and transfer essential knowledge to team members
• Adheres to work instructions and/or processes as defined in Run-Books and Playbooks
• Capable analytical skills
• Strong communication skills
• Demonstrates work quality and efficiency
• Open and adaptable to change
• Passion for safety

Desired Qualifications:

• Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
• 1 year of general customer service experience in retail, or call center sales or service role
• IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
• Qualitative and quantitative analytic & problem solving skills
• Advanced verbal and written communication skills
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Active Directory, TCP/ IP)
• Remote Support knowledge (e.g. VPN, Citrix, Global Protect)
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline