Computer Client Field Analyst
West Sacramento, CA 95605
Blackstone Technology Group, an award-winning technology consulting and talent agency is seeking a Computer Client Field Analyst to join our team at our client s site in West Sacramento, CA.
Provide desk side support (hardware/software support & training); local & networked printer and MFP devices and other PC peripheral devices (e.g. Blackberries, Air cards etc). This includes limited support for any software titles on the company's standard image. Perform data recovery on failed hard drives as directed. Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks Requires the balance of technical expertise, task management and teamwork, while serving our customers Diagnoses and troubleshoots problems with PCs/laptops, software, communications devices, servers and network connections as required Ensures processes and procedures for installation and troubleshooting, are appropriately documented (e.g., SMC knowledge base), by submitting feedback to individuals responsible for updates Ensures accurate and timely documentation of work (e.g., service tags, time reports, etc.), by daily updating of Service Requests in SMC database Provides after-hours, on-call on-site support for urgent IT issues, for Call Centers, Distribution, Substation Operators, and/or Operation Emergency Centers, MCV and Emergency Base Camp Deployments (including Fire Base related Camps). Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.). Additional travel and extended hours may be required during deployments, and off-site locations may include temporary facilities. Demonstrates full understanding of desk side support, troubleshooting and resolution concepts Completes assignments of moderate scope and complexity Selects methods, approaches and tactics to resolve problems and obtain solutions May participate on project teams Assignments are generally low to moderate risk Receives little instruction on day-to-day work and general guidance on new assignments.
- Qualifications BS in Computer Science, Computer Information Systems, or Business with Management Information Systems or Computer Information Systems or equivalent work experience
- Minimum 3 years experience in service/help center or field support Senn-Delany champions
- Strong understanding of the business processes surrounding an ITIL Service Management delivery model Excellent customer interface skills Testing and troubleshooting skills
Blackstone is a global IT services and solutions firm that implements digital transformation solutions across commercial industry verticals and the US Federal Government. Blackstone was founded in 1998, and has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in IT staffing and place both technical and creative talent across a variety of industries and sectors.
EOE of Minorities/Females/Veterans/Disabilities