Help Desk Support

Fultime opportunity with the cient

inperson interview only

Must be local

• Administer system access by creating, maintaining and removing User and System Access rights based on authorized requests received through internal requests tools, in accordance with established procedures and within defined Service Level Agreements (SLA’s)
• Respond to internal customer inquiries sent to the team mailboxes and provide great customer experience.
• Work break/fix Incident (Trouble) Tickets for access-related issues and perform Root Cause Analysis (RCA) on incidents as necessary.
• Drive work streams to reduce number of incidents or requests open due system or process issues by working internal and/or external teams.
• Manage access to both internal and external applications
• Supports enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests

• Effectively manage priorities, communicate progress and raise impediments as needed

• Act as a key subject matter expert in 2-3 key areas within the team
• Successfully deliver on all Key Performance Indicators and provide necessary data for the metrics.

Basic Qualifications

• High School Diploma, GED, equivalent certification or military experience
• At least 3 years of Access Provisioning experience
• At least 3 years of experience in Identity and Access Management tools like SailPoint
• Experience with scripting languages like SQL, VBScript, PowerShell, etc. is required
• Advance knowledge in Excel and experience with building reports, metrics, trend analysis is highly desired
• Experience with Customer Service, Issue Ownership, Processes Improvements and RCA (Root Cause Analysis) is required
• Excellent oral and written communication skills

Preferred Qualifications

• 1+ years’ experience working within a fast-paced, high request volume, enterprise-level Provisioning Operations service
• 1+ years’ experience with Incident Tracking and Ticketing tools, such as Service Now, HP Service Manager or similar
• Ability to think outside the box to solve challenging problems / recommend solutions
• Ability to translate “tech talk” into “user friendly” terms
• 1+ years’ experience working within an Agile-focused team

Job Type: Full-time

Experience:

• SQL, VBScript, Powershell: 1 year
• Help Desk: 5 years
• Access Provisioning: 3 years
• Incident Tracking: 1 year
• Identity and access management: 3 years