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    IT Support Analyst - San Diego, United States - ALOIS LLC

    ALOIS LLC
    ALOIS LLC San Diego, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    Job Title : IT Support Analyst, Associate|6993

    Location : San Diego, CA

    Duration : 6+ Month (Possibility of extension)

    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. Collaboration - 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.

    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 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.

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