Desktop Analyst

Identifies, tracks, escalates, resolves and reports customer problems in one or more of the following areas: network operating systems, desktop operating systems, application software (off the shelf and I/S developed), end-user computing tools, development tools, configuration support, network and mainframe communication, etc. Serves as the first point of contact for user problems and inquires. Diagnoses problems through conversations with the user community and resolves problems which fall within Client Services guidelines and escalates more complex problems to the appropriate level. In this developmental job, as skill progresses, works on progressively more complicated problems and issues.

Primary Accountabilities

Problem Diagnosis / Troubleshooting (25%)

Diagnoses basic problems and performs troubleshooting steps based on knowledge of software and hardware used, Help Desk diagnostics, and conversations/information gathering from users.

Problem Ticket Administration (25%)

Logs, documents and maintains history records on client production problems utilizing systems and processes available.

Problem Resolution (20%)

Resolves basic problems in a timely manner which fall within guidelines of first level support and escalates more complex problems to the appropriate level (More experienced Help Desk staff, Applications Technology, Base Technology, outside vendors, etc.).

Maintains ownership of client problem through resolution, ensuring end-to-end problem resolution. May not be involved in all steps of resolution but is responsible for tracking and ensuring problem is solved, on ultimate point of contact to the client.

Answers to 'How-To' Questions (e.g., software usage) (15%)

Assists in building client knowledge and capability with systems by providing answers to clients' questions regarding IS solutions, and by providing applicable tips to increase client's productivity with systems.

Strategies Linked to the Division's Business Goals/Results (5%)

Understands American Family's business environments, corporate culture and structure to support work initiatives.

Supports and participates in the I/S transformation process including the cultural principles (ethics, integrity, meeting behaviors, teamwork, cooperation, communications, interpersonal relations, supervisory behaviors, contracting, customer focus, quality, risk management, empowerment, and entrepreneurship).

Develops an understanding of the domain and charter within area of responsibility.

Collaborative and Team-Based Environment (5%)

Works well with others on the Help Desk staff to ensure optimal service to clients. Shares knowledge and information with others on team to better resolve problems and build client knowledge. Works with clients, demonstrating professionalism and empathy, to fully understand their problem/frustrations/concerns.

May work with Testing and Technician Services to provide pre-user testing for new products.

Knowledge Base Entries Identification (5%)

Based on problems/issues of clients, provides feedback for additional databased entries into the Knowledge database.

Required experience (Please note that if the candidate has 1 of the following 3, that will suffice)

• 6 months experience in a call center environment.
• 6 months experience in an IT roll.
• Some type of IT schooling or degree in IT
• 
  

Preferred experience

6 months experience of some type of customer service work.

Ability to work in a fast-passed environment.

Ability to think outside the box.

A is helpful.

• Monitor network performance, respond to alerts, and diagnose/troubleshoot issues promptly
• Collaborate with cross-functional teams to resolve complex technical issues.
• Good Knowledge on IT infrastructure
• Knowledge on Computer networks and enterprise networks.
• Perform routine system checks, maintenance tasks, and updates for optimal network performance.
• ands on experience on monitoring tools like ServiceNow, Solarwinds, Dynatrace, Alertiste, DPA etc.
• Experience of working with CISCO for creating and handling RMAs/Cases.
• Utilize monitoring tools for proactive issue identification and resolution.
• Document and track incidents, resolutions, system changes, and workflow/playbooks.
• Provide technical support to end-users, engaging with stakeholders effectively.
• Work with vendors, service providers, and global teams to optimize network infrastructure.
• Ensure compliance with security policies, procedures, and participate in incident response.
• Participate in an on-call rotation for after-hours support and SLA response times.
• Contribute to improving and automating common issues, monitoring, and maintaining positive team relationships, including remote collaboration.
• Experience of working with Datacenter teams to perform the physical troubleshooting of devices.
• Good knowledge on Event management and ITIL standards.

The pay range that the employer in good faith reasonably expects to pay for this position is $12.94/hour - $20.23/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

Salary : $13 - $20