IT Support Analyst

Position: IT Support Analyst
Location: San Diego, CA
Duration: 6 Months with possible extension
 
Job Description:
Provide 24 hour IT support services to Qualcomm employees in all domestic and international locations. IT Support Analyst, Associates are expected to consistently perform at current group metrics set by management. Provides technical assistance to computer users. Answers questions or resolves computer problems for clients via telephone or chat. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
 
Top 5 Required Skills:

• Customer Service - The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.
• Documentation - The ability to document solutions to basic IT issues by using standard policies and procedures.
• Collaoration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
• IT Knowledge - Basic understanding of IT-related content knowledge to carry out work tasks.
• Troubleshooting - The ability to resolve end-user hardware, software and networking issues by implementing a progressive troubleshooting methodology.

 
Technologies:

• Microsoft Products – Windows, Office (Outlook, MS Teams)
• •Basic Networking – Basic understanding for how networks work. (Home routers, wireless access points, network topology)

 
Responsibilities:

• Provide first level support to resolve problems with products, applications, and devices through incoming incoming phone calls, Chats, and Emails
• Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, incidents, and service requests
• Actively listen to end user requests, confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution
• Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
• Collaborate with peers, leads, and various escalation groups to troubleshoot and resolve customer issues. Contacts are primarily within immediate work group.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.
• Provide feedback regarding knowledge base articles and procedures
• Associate needs to be aware of Call, Chat, and Email queues, as well as work related email and the overall status of the department. Utilize mail lists and group chats to keep informed of outages, issues and policy changes.

Note: The Company is committed to complying with the California Consumer Privacy Act (“CCPA”) effective January 1, 2020; and all data privacy and 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

 

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. 
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: $23.10/hr.