Information Technology Support Analyst

Job Description

Pay Rate: $25.00 to $29.00/hr on W2

Location: Santa Clara, CA (onsite)

Duration: 12 Months

JOB DESCRIPTION:

• Provides technical assistance to computer users.
• Answers questions or resolves computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.

• Frequently transports and installs equipment up to 40 lbs.

Preferred Qualifications:

• Bachelor's degree in an IT-related field.

Principal Duties and Responsibilities:

• Supports troubleshooting efforts to identify routine and moderately complex problems.

• Follows standard operating procedures.

• Seeks out learning opportunities and feedback to increase own knowledge and skill using internal and external training resources.

• Provides first or second level support to resolve problems with products, applications, and devices.

• Communicates with project lead via email and direct conversation to provide project status updates and information about impending obstacles.

• Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.

• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).

• Understands the importance of contributions from individuals of varying backgrounds, locations, and cultures.

• Completes moderate technical tasks assigned by more senior personnel.

• Follows procedures for incident escalation and notification to appropriate resources.

• Resolves routine problems and attempts to resolve complex problems.

• Reviews information (e.g., procedures, installation, configuration) related to new support.

• Adapts to moderate changes and setbacks in order to manage pressure and meet deadlines.

• Contributes to the knowledge repository for routine and moderately complex technical support.

Level of Responsibility:

• Working under close supervision.

• Taking responsibility for own work and making decisions with limited impact; impact of decisions is readily apparent; errors made typically only impact timeline (i.e., require additional time to correct).

• Using verbal and written communication skills to convey basic, routine factual information about day-to-day activities to others who are fully knowledgeable in the subject area.

• Completing tasks that require multiple steps that must be performed in a specific order, using directions or manuals that accurately document the steps necessary to perform the tasks.

• Using deductive problem solving required to solve moderately complex problems; most problems have defined processes of diagnosis/detection; some limited data analysis may be required.

• Exercising some creativity may be required to troubleshoot technical problems or deal with novel circumstances.

• High School Diploma or equivalent.

• 1+ year of experience in IT, Engineering Support, or related area.

• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.

• Frequently transports and installs equipment up to 40 lbs