Support Technician

Job#: 1285971

Job Description:

Role: Jr. UAM Analyst

Duration: 12+ month contract

Location: Austin, TX (2-days onsite)

If you meet all requirements and are interested in applying, please send an updated resume to mtuggle@apexsystems.com

Required Knowledge/Skills (2 years):

  • End User profile, applications, and systems access
  • Contact Center, Service Desk, Customer Service environment
  • Access Management applications such as ARS and Active Directory
  • Experience with reviewing and maintaining access criteria
  • Ticketing systems (Service Now Preferred)
  • Customer facing support position

What you’ll Do:

  • Serve as the initial contact for reporting user access issues and answering questions regarding access.
  • Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
  • Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
  • Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines).
  • Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner.
  • Updating tickets with all steps undertaken and closing incidents when issue Is resolved; Escalate unsolved incidents to the correct support group or external maintainer.
  • Supporting first line agents and ensuring quality, rapid response to each incident as it arrives from the first level Service Desk
  • Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.
  • Ensure that the process and procedures described in the job aids are followed.
  • Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.
  • Maintain good collaborative relations with: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
  • Surveys: Making sure that the highest score of Survey has been received.
  • Relationships: Building and managing working relationships with customers and suppliers.  

If you meet all requirements and are interested in applying, please send an updated resume to mtuggle@apexsystems.com

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.

Employee Type:
Contract

Location:
Austin, TX, US

Job Type:
Engineering and Technicians

Date Posted:
August 5, 2022