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Job Title: Computer Client Support Analyst I (Tier 1 Help Desk)
Role Overview
We are seeking a customer-focused, proactive, and analytical Computer Client Support Analyst I to join our enterprise IT service desk team. In this role, you will provide front-line (Tier 1) technical support to office and remote personnel, troubleshooting desktop computers, mobile devices, network connectivity, and hardware/software peripherals across an enterprise environment.
This is a dynamic, operations-center role requiring strong communication skills and a solid technical foundation in Microsoft operating systems and productivity suites. You will diagnose incidents, coordinate with specialized fix agents, manage incident ticketing queues, monitor enterprise alerts, and ensure adherence to established run-books and service level standards. If you excel at problem-solving, rapid technical learning, and delivering high-quality client support within a collaborative team culture, we want to hear from you.
Key Responsibilities
Tier 1 Incident Support & Troubleshooting
• Client Assistance: Complete service requests and troubleshoot hardware, software, and device problems efficiently via telephone, web, and ticketing channels.
• Device Diagnostics: Effectively troubleshoot and resolve desktop computing devices, mobile hardware, network connectivity issues, and peripheral faults.
• Escalation & Dispatch: Create, categorize, prioritize, and assign incident tickets and work orders to appropriate fix agents based on impact, priority, and complexity.
• System Events: Take immediate corrective action (via phone, pages, or electronic alerts) to communicate and escalate system-wide events, outages, or application failures.
Monitoring & Operational Compliance
• Event Correlation: Monitor enterprise network devices, interfaces, and applications for automated alarms and alerts, correlating multiple customer issues to eliminate duplicate events.
• Process Adherence: Strictly adhere to work instructions, standard operating procedures, run-books, and playbooks to resolve incidents of well-defined scope.
• Active Communication: Foster a strong teamwork culture by engaging in active, two-way knowledge transfer and communicating planned or real-time updates within the support team.
Qualifications & Requirements
Minimum Qualifications
• Education: High School completion or equivalent required (Two- to four-year college degree and/or IT technical certifications preferred).
• Experience Baseline: Minimum of 1 year of professional IT service desk, help desk, or desktop support operations experience.
• Technical Mastery:
oStandard working knowledge of Microsoft Operating Systems, Microsoft Office Suite, and enterprise network environments.
oBasic understanding of TCP/IP networking fundamentals and IT operational processes.
• Core Competencies: Strong client-facing customer service skills; capable analytical and problem-solving abilities; advanced verbal and written communication capabilities; exceptional organizational discipline.
• Working Conditions: On-site role based in a 24/7 operations center environment requiring flexibility to support varied shift schedules and heavy keyboard/computer usage.
Preferred Attributes
• Assorted IT software training, hardware accreditations, or industry certifications.
• Familiarity with enterprise ticketing systems and automated monitoring platforms.
• Experience operating within regulated infrastructure or utility service environments.
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Additional Skills
(none specified)
AllSTEM Representative Contact Info
Account Executive:
Nichols
Branch Phone:
(909) 244-1777
Location:
Ontario, CA