Global Services Access Management Technical Support Specialist

Position : Global Services Access Management (GSAM) GSAM Technical Support Reports To : GSAM Assistant Manager Technology Location : Redmond, WA (on-site) FLSA : Non-Exempt Salary : $

SUMMARY

The GSAM Technical Support responsibilities include (but is not limited to) providing technical support to the GSAM team including any technical troubleshooting of equipment and software to ensure a successful execution in GSAMs core responsibilities.

This support extends to groups that GSAM supports and may also involve a high amount of interaction between various business units to bring certain projects, initiatives and / or issues to a resolved state in a timely manner at the discretion of GSAM Management.

GSAM Technical Support will also assist in responding to higher level / technical requests in person or via email inboxes / tickets.

This position will assist with day-to-day operations, administrative and / or miscellaneous tasks. From time to time this role will be overseeing GSAM operations, duties, and tasks of the GSAM Americas Assistant Manager when he / she is out of the office.

ESSENTIAL FUNCTIONS :

• Tier 2 / Tier 3 level support for the GSAM Team in all technical support issues.
• Tier 1 / Tier 2 level support for all GSAM supported groups including the DIOs, AAMs, and Role Based Access teams. This may include escalating Tier 3 items to various teams to coordinate support for internal tools.
• Primary person to integrate new tools and processes before being released to the GSAM Team and other groups GSAM supports.
• Provide training to the internal staff on new and / or existing internal tools and processes.
• Work with the LENEL Systems Support team closely to resolve any issues identified or reported through GSAM.
• Work with the Rightcrowd Support team closely to resolve any issues identified or reported through GSAM.
• Work with the GBOS Systems and Consulting Support teams closely to resolve any issues identified or reported through GSAM.
• Work with the Certificate Services team closely to resolve any issues identified or reported through GSAM.
• Closely support any groups GSAM supports globally (including DIOs, AAMs, and Role Based Access teams) to ensure success in their daily operations, including support for access control tools used, provide clear concise communications, provide / maintain their SharePoint sites including updating and providing current supporting documentation, policies, and direct training.
• Monitor various email inboxes to quickly identify issues which are reported outside of the general GSAM ticket queue.
• Identify issues with various tools, escalate appropriately and follow up as needed.
• A flexible schedule to facilitate the support of GSAM, DIO, AAM, and Role Based Access teams and partners globally.
• Close partnership with the GSRO team to support the onboarding / offboarding and administration of Role Based Access / JIT Auditors, Approvers, Asset Owners and Role Change Reviewers as well as online training for new groups utilizing advanced access control solutions.

Role Based Access / JIT support also involves participation in meetings to strategize, gather requirements, review software bugs and future enhancements.

• Provide daily tasks and administration of the Global Access Control System.
• Aid with procedural review, analysis, and process deployment for GSAM and groups GSAM supports.
• Maintain in-depth knowledge of all established policies / procedures and update internal documentation accordingly.
• Support all department and company goals and objectives.
• Run, export, and extrapolate data for monthly reports to various Microsoft business groups who require the data in a certain manner monthly.
• Explore and adopt changing technology in preparedness for and to accommodate evolving company needs.
• Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary to achieve assigned business objectives.
• Provide weekly reports of tasks completed and project status updates to GSAM Management weekly.
• This role may also require some of the GSAM customer service responsibilities from time to time depending on the need of the business.
• May be exposed to or required to handle sensitive and confidential information and must demonstrate the ability to maintain utmost confidentiality and privacy.
• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately.

The employee might not be required to perform all the functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.

Employees are required to notify superiors upon becoming aware of unsafe working conditions.

All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.

In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.

KEY COMPETENCIES (as demonstrated through experience, training, and / or testing)

• High attention to detail and well-developed organizational skills.
• Ability to identify key issues and escalate priority to escalation points.
• Ability to work with external teams in a professional and courteous manner.
• Able to communicate effectively and appropriately.
• Developed computer skills with proficient knowledge of Microsoft operating systems.
• Able to work in a fast-paced environment while effectively making decisions.
• Ability to learn new technically involved tasks as needed.
• Proficient problem solving, analysis and research skills.
• Ability to work in a team environment and able to complete tasks in a timely manner.
• Ability to work independently with little to no supervision.
• Positive customer service experience with strong listening skills and patience.
• Strong verbal and written communication skills.
• Ability to work professionally and productively with others.
• Capable of working under pressure while maintaining a professional image and approach with clients inside and outside Microsoft.

MINIMUM HIRING STANDARDS

• Must be at least 21 years of age.
• Must have a reliable means of communication.
• Must have a reliable means of transportation (public or private).
• Must have the legal right to work in the United States.
• Must have the ability to speak, read, and write English.
• Must have a High School Diploma or GED.
• Must be willing to participate in the Company’s pre-employment screening process, including drug screen and background investigation.

EDUCATION AND EXPERIENCE

Associate degree or 5 consecutive years of work experience in a related field within the past 10 years. Demonstrated high-level support experience leveraging technology and systems.

Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.

• Prior experience in hardware and software troubleshooting.
• Prior experience in Tier 2 and Tier 3 level support for technical support tickets.
• Prior experience in project management.
• Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition.
• Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required.
• 5 years of access-related experience required or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.

WORKING CONDITIONS AND PHYSICAL / MENTAL DEMANDS

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described.

In addition to other demands, the demands of the job include :

• Maintain composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.
• Successful passage of background and reference checks, job related and controlled substance tests.
• Must be able to adjust schedule and working hours regularly when necessary to meet operational needs.
• Frequent sitting, standing and walking, which may be required for long periods of time.
• Seeing, hearing, speaking, and writing clearly in order to communicate with employees and clients, observe and report incidents, and direct others.
• Required ability to handle multiple tasks concurrently.
• Keyboarding, basic computer usage and operating controls.
• Regular talking and hearing.
• Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.
• Occasional lifting and / or moving up to 10 pounds.
• Close vision, distance vision, and ability to adjust focus.

Company Benefits Include :

11 paid holidays Tuition Reimbursement Up to $1, in commuter benefits 95% Employer Sponsored MED / DEN / VIS Plans Available Weekly Pay! Up to 6% 401K matching program Yearly Paid Professional Licensing Paid Training Monthly / Quarterly Recognition Programs Advancement Opportunities

EOE / AAP M / F / D / V