Title
Computer Client Support Analyst
CompanyPacific Gas and Electric Company
Summary
- Serve as a first point of contact for enterprise users in a high-volume Tier 1 support environment, handling 35-50 support calls per day across phone, chat, email, ticketing, and remote support workflows.
- Resolve common documented issues related to login access, MFA, SSO, Windows Authentication, Microsoft 365, VPN/Citrix connectivity, endpoint problems, and business application support requests.
- Triage incoming tickets by issue type and route complex incidents to Tier 2/3, application teams, access teams, or infrastructure teams with clear escalation notes and business impact.
- Document every interaction in BMC Remedy ITSM with symptoms, troubleshooting steps, account/application details, timestamps, user impact, resolution notes, and next actions.
- Use sound judgment to identify when an issue can be resolved at Tier 1 versus when it requires deeper process, permissions, configuration, or technical investigation.
- Contribute to internal knowledge base article edits and technical writing by flagging unclear documentation, improving troubleshooting guidance, and documenting recurring issue patterns.
- Support frustrated users with a calm, professional approach while explaining steps clearly and keeping cases moving toward resolution or the correct escalation path.
- Work in a KPI-driven support environment where speed, accuracy, customer satisfaction, and documentation quality all matter.
