provide face-to-face (desk side)
computer technical support for internal
Company clients. He/She will
troubleshoot and analyze technical
problems relating to computers,
printers, and other PC peripheral
devices; determine equipment
requirements and prioritize equipment
replacement schedules per department
standards.
Job
Description:
The
Computer Client Field Analyst will perform
all or some of the following Job
description:
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
Diagnose and troubleshoot problems
with PCs/laptops, software,
communications devices, servers and
network connections as required
Ensure processes and procedures for
installation and troubleshooting,
are appropriately documented (e.g.,
SMC knowledge base), by submitting
feedback to individuals responsible
for updates
Ensure accurate and timely
documentation of work (e.g., service
tags, time reports, etc.), by daily
updating of Service Requests in SMC
database
Provide after-hours, on-call support
for urgent issues on applications
used by clients, call centers
Distribution, Substation Operators,
and/or Operation Emergency Center
Take
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.)
May
participate in development of
information technology and
infrastructure projects.
Minimum Requirements / Knowledge /
Skill For Computer Client Field Analyst Job
3 - 5 years experience in
service/help center or field support
Demonstrate full understanding of
desk side support, troubleshooting
and resolution concepts
Ability to complete assignments of
moderate scope and complexity
Ability to
select methods, approaches and
tactics to resolve problems and
obtain solutions
Ability to act with integrity and
communicate honestly and openly
Strong understanding of the business
processes surrounding an ITIL
Service Management delivery model
Excellent customer interface skills
Communication skills
Testing and troubleshooting skills
Strong teamwork and organizational
skills
Ability to
search for opportunities to upgrade
technical skills.
Minimum Education Requirements /
Certification / Licensure For
Computer Client Field Analyst
Job
BS in
Computer Science, Computer
Information Systems, or Business
with Management Information Systems
or Computer Information Systems or
equivalent work experience.
