IT Service Desk Analyst – Tier 1 12 Months Sacramento, CA
Important Note: Once the resource for this role is trained, this position will transition to a graveyard shift.
Job Responsibilities
Provide Tier 1 client desktop support with basic technical knowledge of Microsoft Operating Systems, Microsoft Office Suite, and enterprise network environments.
Troubleshoot desktop and mobile computing devices, network connectivity, and peripheral issues.
Diagnose and resolve technical issues related to applications, hardware, and software.
Identify and engage appropriate support resources to resolve technical issues.
Contact responsible support personnel through phone calls, pages, and emails to address system-wide events, including outages, software rollouts, server downtime, and application failures.
Provide after-hours support and contact on-call support for urgent issues involving client applications.
Maintain effective two-way communication and knowledge transfer within assigned teams and functions.
Promote teamwork and collaboration across TSC teams, colleagues, partners, and stakeholders.
Create and assign incident tickets and work orders based on priority, impact, and complexity.
Support continuous improvement across service desk functions and activities.
Ensure processes and work comply with existing policies, standards, and guidelines.
Correlate multiple customer issues with alarms and alerts to eliminate duplicate events.
Monitor network devices, interfaces, and applications through automated monitoring tools.
Manage alarms and alerts using predefined business rules.
Education Required - High School diploma or equivalent. Education Preferred
Two- to four-year college degree.
IT learning accreditation, certification, or equivalent IT work experience.
License / Certifications - Preferred: Relevant IT software training or learning certifications. Experience Required - Minimum 1 year of IT service desk / help desk operations experience. Experience Preferred
Qualitative and quantitative analytical and problem-solving skills.
Ability to learn new concepts quickly.
Strong organizational skills.
Excellent verbal and written communication skills.
Proficiency in Microsoft Excel and Word.
Ability to work independently and as part of a team.
Basic knowledge of one or more of the following:
IT product lines
Operational processes
Utility domains (Gas, Electric, Telecom Network)
TCP/IP networking
Ability to follow work instructions, Runbooks, and Playbooks.
Ability to resolve well-defined technical incidents using established procedures.
Knowledge, Skills, and Abilities Required:
Handle service requests and troubleshoot computer and device issues through telephone and web channels.
Working knowledge of Microsoft Office Suite and Microsoft Operating Systems.
Basic understanding of enterprise network environments.
Strong customer service and client communication skills.
Ability to learn quickly and transfer knowledge to team members.
Analytical and problem-solving abilities.
Strong teamwork and communication skills.
Demonstrate work quality and efficiency.
Adaptability and openness to change.
Passion for safety.
Preferred:
Strong qualitative and quantitative analytical skills.
Ability to learn new concepts quickly.
Excellent organizational skills.
Advanced verbal and written communication skills.
Proficiency in Microsoft Excel and Word.
Ability to work independently or as part of a team.
Basic knowledge of IT product lines, operational processes, utility domains, or TCP/IP networking.
Ability to follow Runbooks, Playbooks, and established procedures.
Working Conditions
Primarily an office-based role in a centralized IT Service Desk / Operations Center.
Heavy use of computers and keyboarding.
Must follow proper office ergonomics and workplace safety practices.
Must be available to work varied shifts in a 24/7 operations environment.
After training, the role will transition to a graveyard shift.
May require occasional local travel for training.
Must be flexible to support shift schedules based on business needs.
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
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. The pay rate for this position is $21.54/hr.
