Pacific Gas & Electric Company Associate Computer Client Support Analyst in Sacramento, California
Associate Computer Client Support Analyst
Date: Mar 14, 2018
Location: Sacramento, CA, US, 95827
Company: Pacific Gas And Electric Company
Requisition ID # 12542
Job Category : Information Technology
Job Level : Individual Contributor
Business Unit: Information Technology and Supply Chain
Job Location : Sacramento
Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, Together, Building a Better California is not just a slogan. It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.
Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.
Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.
Provides first tier and second tier technical and administrative service/support for client IT needs. Service channels include Phone, Web and Chat. Assists clients with service request fulfillment, technical problems and information technology issues involving desktop, laptop, network, wireless device or other various technological problems. Provides timely resolution of problems or escalation on behalf of client to appropriate technical staff.
Provides support after core hours, and contacts on-call support for urgent issues on applications used by clients.
Isolates and correlates multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.
Provides basic client desktop support in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.
Assists in the development and implementation of guidelines and process documentation.
Receives system problems/issues from end users, and logs the problem in a trouble ticket tracking tool with the appropriate priority categorization.
Assists with the implementation of process improvements and efficiencies.
Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.
Develops skills through training and development opportunities.
Monitors network devices, interfaces and applications through intelligent devices and automated programs as directed and manages alarms/alerts received from incidents, unauthorized or failed changes.
Fosters teamwork, and builds mutual trust, respect, and cooperation among team members.
High School or GED Diploma
1 year of experience in IT service desk operations
Associate's Degree in Information Technology or job-related discipline or equivalent experience
Experience in customer service, 1 year
Experience with customer service technology, or related
Experience in Information Technology (IT) technical support
IT-Information Technology Software certification
Ability to work shift schedule
Ability to travel up to 10 percent of working time
Nearest Major Market: Sacramento