Calance is a 1st tier vendor with 35 consultants working on-site for this global client. Although this is a contract role, the average consultant has been on project between 5-7 years. All work will be performed on-site (No remote work offered) and you MUST be available for a face to face interviews.
SHIFT: Sun Thu 11am to 8pm PST
Service Desk/Help Desk Analyst (Level II) provides initial triage for incident and requests reported to the service desk. Responsibilities include initial assessment, troubleshooting, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups.
Daily Tasks: Troubleshooting questions via the phone around network connectivity, resetting passwords, issues with Outlook, Windows 7 or 10 and triage on hardware issues. Troubleshoot 600 in housed developed applications and documenting. Provide support for over 25 -40 calls a day
RESPONSIBILITIES INCLUDE: Responsible for incident resolution, diagnosis of complex problems, advanced problem resolution, end user support follow up, and interfacing with support groups/outside vendors Provide training to staff, mentoring and support for less experienced staff Keep peers/manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects Provide project support for new application releases and implementations Provide support of data and mobile devices
REQUIRED SKILLS/EXPERIENCE: (Resume must reflect this experience) Able to work Sun Thu (11am to 8pm) PST 3+ years providing Help Desk support with in a high call volume call center (This is not a Desktop Support position) Exp providing Service Desk multi-channel support (Phone, Chat and Email). Extensive exp troubleshooting MS Office applications over the phone: Windows OS (v7/v10), MS Office (Word/Excel), Outlook and PCAnywhere) 2+ yrs using Incident/Ticket Management systems, using ServiceNow or similar tools Must be able to work shifts in 24X7 call environment. Basic knowledge in the areas of SQL, WAN/LAN Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) Strong knowledge in a variety of PC Software programs, remote tools. Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol. Experience using software applications, such as Active Directory, PeopleSoft, Billing and Monitoring systems. Education: College Degree (AA or Bachelors)
Other Must Have's: Must be able to work as a W2 hourly consultant (H1 Transfer's available) Must reside LOCALLY (S. California) area MUST be available for a face to face interview
Calance Benefits Offerings: H1 Transfers/Green Card processing is available Medical/Dental/Vision benefits (HMO/PPO) 401K Retirement program Paid Bi-Weekly/Direct Deposit Flex Spending Plan Voluntary Life, AD&D, STD or LTD plans
Calance is a recognized leader in providing top-tier Information Technology professionals across North America. With over 25 years of experience recruiting professionals ranging from Programmers to CIOs, Calance provide valuable staffing solutions for short and long term projects, as well as your permanent hiring needs. Our professionals are experts at helping organizations realize their information technology goals by selecting the best talent for each project or position.
Calance helps clients respond quickly to economic, strategic or technological changes by utilizing a flexible workforce. We offer highly-skilled professional IT consultants on a temporary or project basis. Consultants are employees of Calance while on assignment for the client, allowing for cost savings, risk management and operational benefits.
Calance's Contract-to-Hire option allows an IT organization to evaluate an individual before making a decision to bring them on as a full-time employee. Depending on the length of the temporary assignment, placement fees are waived or reduced.
Calance realizes that IT organizations often have needs for talented people to fill specific roles and that filling those needs can be challenging. Our highly experienced Account Managers and recruiting staff work closely with our clients to determine the desired skills, background and traits required for the position.
We apply our unique recruiting methodology to locate and recruit the most highly qualified candidates to match the requirements of your full-time employee position. Calance can assist in every step of the hiring process, from determining the exact job requirements to final negotiations, to help bring on-board the candidates you need.