These positions will be 100% onsite to start and once the candidate demonstrates the ability to work independently and meet performance expectations, a hybrid work schedule will be available. This usually takes 3-6 months of work before the candidate is ready to be considered for the hybrid work schedule.
New workers starting on assignments will be onsite at the TSC: Provides opportunity for in-person training and mentorship from fellow team members
Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics
Are these Web chat positions or the more customer-focused IT Help Desk positions? Customer-focused IT Help Desk positions. What are the words per minute that you would like to see for these candidates? Minimum of 35WPM. Please attach the typing test results. Do you usually ask for a Associates or Bachelor’s degree? Or have you been seeing candidates without either? No degree requirement but preferred; any computer related certification qualify as well. Please submit candidates with 1 year help desk/customer service experience. What shift will these positions be for? Shifts are TBD. Their core schedule will be Monday through Friday, starting between 6:00 am-9:30 am.
What are the top personality traits or skills sets that make a candidate successful at the TSC? - Windows Microsoft application experience - Troubleshooting IT related issues (preferably with call center experience) - iOS (iPhone, iPad) application support and troubleshooting - Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device - Driven to help and support clients with outstanding customer service. - Ability to meet attendance expectations.
Job Decription:
Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment
In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources tremedy problems; Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) tcontact responsible support personnel thandle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)
After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients
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 tthe appropriate fix agents Must be able tfollow through on assigned tags tcompletion
Assesses and ensures process and work conforms texisting policies, standards and guidelines
Correlate multiple customer issues identified with alarms / alerts received teliminate duplication of events
Monitor network devices, interfaces and applications through intelligent devices and automated programs across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes
Manage alarms and alerts received from existing monitoring programs using previously defined business rules
Completing 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 in MS Office Suite, MS operations systems, and enterprise network environment
Strong client customer skills
Ability tlearn quickly and transfer essential knowledge tteam members
Capable analytical skills
Teamwork is essential
Strong communication skills
Demonstrates work quality and efficiency
Open and adaptable tchange
Passion for safety
Desired Qualifications
Twtfour-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
Ability tlearn new concepts quickly
Organizational skills
Advanced verbal and written communication skills
Proficient in Microsoft Excel and Word
Is able twork independently or as part of a team
Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
Adheres tWork Instructions and/or processes as defined in Run - Books and Playbooks
Applies technical skills tresolve incidents of well-defined scope as specified by procedural guideline
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $21.00/daily.
