Administrative and Technical Support

Millennial Tech - Boston, MA 02163

Job details Job Type Full-time Contract Full Job Description One of our clients is in need of a positive, customer service focused individual with high attention to detail. The ideal candidate for this role would be able to successfully multitask between different types of user security requests and user security projects. The position will require on-site work, but will be remote to start.

Account Management

  • Resolve user account requests from authorized requesters following established policies & procedures and IT control standards. Resolution occurs within established service level agreements with a high rate of accuracy
  • Update security for existing user accounts for all ATSS applications
  • Create new accounts for all ATSS applications
  • Participate in execution of the daily, monthly, and quarterly security audits including production of key data and updates to user accounts
    • Assist with development and maintenance of security policy & procedure documents, user guides, and presentation materials
  • Maintain end user security files in accordance with defined documentation standards
  • Ensure updates to specific user accounts are executed after training completion so that accounts are maintained according to defined service level agreements
User Security Projects
  • Gather and document functional requirements for supporting new team and applications requests for user security management
  • In collaboration with the Service Desk Manager, identify impact of changes to the User Security Management System (USmart), enterprise applications or other downstream applications
  • In collaboration with the Service Desk Manager and Technology Education Director, plan and execute User Security projects including applying and testing new configuration settings in USmart
  • Create and publish documentation that describes policy and process changes for new or existing security management services
  • Assist Service Desk team members in adopting new practices, processes, and policies that result from User Security projects
  • Communicate clearly and concisely to project teams, service desk team members, and key stakeholders
  • Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated.

Customer Service
  • Handle in-bound support requests from staff and alumni for all enterprise applications in the ATSS portfolio and resolve or escalate reported issues within defined service level agreements
  • Identify potential security incidents and escalate accordingly
  • Receive, update, document, resolve, and/or escalate support calls using ServiceNow
  • Analyze and resolve problems involving multiple technologies and platforms in an enterprise environment
  • Learn, understand, and use key functionality in all ATSS supported applications in order to resolve user support calls including managing data on alumni profiles
  • Maintain knowledge of key marketing pieces in order to resolve user support calls
  • Deliver service successfully - achieve SLAs, achieve high customer satisfaction
  • Evening/weekend/holiday working times will be required based on business priorities. This includes during the Harvard Winter Recess period as well as Memorial Day and Columbus Day weekends

Required Technical Skills/Knowledge:
  • Minimum of three (3) years’ experience in customer service
  • Demonstrated skill with end user focused work requiring clear communication and collaboration across teams
  • Experience creating written documentation of communications with customers including resolution and/or escalation paths
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