ACL Digital
IT Support Analyst, Associate|6993 IT Support Analyst, Associate|6993
ACL Digital, San Diego, California, United States, 92189
Job Description: Top 5 Required Skills
1. 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.
2. Documentation - The ability to document solutions to basic IT issues by using standard policies and procedures.
3. Collaoration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
4. IT Knowledge - Basic understanding of IT-related content knowledge to carry out work tasks.
5. Troubleshooting - The ability to resolve end-user hardware, software and networking issues by implementing a progressive troubleshooting methodology.
Technologies: What does this temp must know to perform the required job duties • Microsoft Products - Windows, Office (Outlook, MS Teams) • Basic Networking - Basic understanding for how networks work. (Home routers, wireless access points, network topology)
Required Education: • High School Diploma or equivalent.
Required Years of Experience: • 6+ months
Physical Requirements • Will be working for a Service Desk. Answering phone calls, chats, etc.. and helping in the Service Center. Not expected to install/lift heavy equipment.
Driving Requirements: Please complete below: • Are their driving responsibilities no matter how minimal with this role? None
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. • Principal Duties and 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
Comments for Suppliers: • How many rounds of interviews should be expected? 2 (Phone screen, and on-site if screen goes well) • Work Location: Onsite in San Diego to start then once training has completed will move to 4 days in office/1 day remote • 5535 Morehouse Dr San Diego, CA 92121 (building S) • Shift: Hour/Days of Work - Monday through Friday 9-5pm pst Comments for Suppliers: Note: Work Location: - Onsite in San Diego to start then once training has completed will move to 4 days in office/1 day remote
Technologies: What does this temp must know to perform the required job duties • Microsoft Products - Windows, Office (Outlook, MS Teams) • Basic Networking - Basic understanding for how networks work. (Home routers, wireless access points, network topology)
Required Education: • High School Diploma or equivalent.
Required Years of Experience: • 6+ months
Physical Requirements • Will be working for a Service Desk. Answering phone calls, chats, etc.. and helping in the Service Center. Not expected to install/lift heavy equipment.
Driving Requirements: Please complete below: • Are their driving responsibilities no matter how minimal with this role? None
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. • Principal Duties and 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
Comments for Suppliers: • How many rounds of interviews should be expected? 2 (Phone screen, and on-site if screen goes well) • Work Location: Onsite in San Diego to start then once training has completed will move to 4 days in office/1 day remote • 5535 Morehouse Dr San Diego, CA 92121 (building S) • Shift: Hour/Days of Work - Monday through Friday 9-5pm pst Comments for Suppliers: Note: Work Location: - Onsite in San Diego to start then once training has completed will move to 4 days in office/1 day remote