Sacramento, CA
Consultant will be required to perform a wide range of advanced system support duties in either a service desk or an applications/desktop/field environment, in order to provide effective support for enterprise, client/server, desktop computer systems, network systems and business applications and/or provides effective specialized information technology support related to department specific applications.
Working under general supervision, employee to perform a broad range of both routine and complex assignments in support of Client systems, including user support; system, software/application and legacy troubleshooting; problem resolution and/or review of business processes and communication of user requirements/problems.
Duties may include, but are not limited to, the following:
Reviews, tracks, troubleshoots, and resolves trouble reports related to system/application related requests, serves as a first-level responder for computer, network, and/or hardware/software issues and coordinates with end users and/or managers to ensure that customer needs are met; maintains records of work completed and resolutions
Receives and reviews requests from a service desk and/or end users regarding computer hardware, software and/or peripheral equipment problems
Provides first and second level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of the issue; resolves issue or refers to other technical staff or a vendor when necessary
Investigates and/or resolves complex hardware, software, and application problems for network or stand-alone computer systems and network resources supported by the client.
Assists customers with analog and digital Voice over Internet Protocol (VOIP) phone systems and features
Trains and assists users of a particular/new application where detailed knowledge of the application is required, troubleshoots, de-bugs and resolves a variety of operations and/or business-process related applications problems to ensure functional operation
Installs and configures a variety of commercial off-the-shelf(COTS) and in-house vendor developed application
Performs routine applications, system and/or network support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords and performing file maintenance; sets up basic user access permissions consistent with Client policies and procedures
Reviews problem tickets to determine solutions or escalate issues as appropriate, following the tickets through to resolution
Performs related duties as assigned
Knowledge of:
Operations, services, concepts, terms and activities common to a comprehensive, state-of the-art information technology program
Basic operational characteristics of local and wide area network systems
Automated systems/software utilized in area of assignment, including work processes, methods of data entry/retrieval, and system navigation
Modern office procedures, methods, equipment and software such as word processing, electronic mail, and spreadsheet software
Principles and practices of troubleshooting computer system hardware and software problems
Process and workflow analysis
Tools and test equipment used in the installation, maintenance and repair of information systems
Basic principles and practices of technical network administration
Principles and practices of customer service
Principles and techniques of training and training evaluation
Methods and techniques of developing and presenting technical documentation and training materials
Principles and practices of records and data management
Ability To:
Operate, maintain and perform repairs on information technology equipment and software
Perform duties related to troubleshooting, configuring, performing diagnostic and assignment specific desktop and network hardware and software issues and respond appropriately to customer service requests
Assess and resolve system use and application problems, prioritize and escalate unresolved issues to appropriate staff, and follow issues through to resolution
Communicate technical information to a wide variety of users
Plan, organize, prioritize and process work to ensure that deadlines are met; organize and manage multiple assignments and priorities
Prepare and present training materials related to specialized hardware and/or software
Prepare and maintain documentation for procedures, processes, and tables related to area of assignment
Independently evaluate work methods, procedures, and operational needs; identify and recommend appropriate solutions
Learn and utilize specialized terminology applicable to specific assignments
Read, comprehend and retain technical information on computer products and systems
Communicate effectively, both verbally and in writing
Establish and maintain effective working relationships with those encountered during the course of the work
Regards
Sunil Damagalla
West Advanced Technologies, Inc
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