Service Desk Support Specialist Ii (West Coast)

Under general supervision, the Service Desk Support Specialist II performs some combination of the following job functions:

• Demonstrates professionalism in the workplace
• Provides technical assistance to website users for multiple project websites using established troubleshooting guidelines
• Conducts a variety of user outreach activities by phone and email
• Communicates end user needs and feedback to relevant team members
• Performs outreach to website users to resolve commonly known issues
• Establishes, manages, and troubleshoots user access to sensitive data in accordance with government, business, and the company’s data security policies and procedures.
• Monitors and enforces data transfers between information systems, certifies appropriate data access, and enforces the company’s data security requirements
• Assists in reviewing, maintaining, and improving internal support documentation
• Complies with company policies and with applicable laws and regulations
• Collaborates with team members to identify issues requiring escalation, and escalates to relevant internal staff
• Performs other duties as assigned
• Understands established website rules of behavior and uses good judgment in identifying and internally reporting potential violations or suspicious activity
• Answers company help lines and emails for general website support services within defined service-level agreements

Qualifications Required

• Experienced in documenting issue details in a ticketing system
• Strong curiosity, desire, and aptitude for learning new things
• 1-3 years of Service Desk or Customer Support experience
• Strong working knowledge of Microsoft Active Directory and access groups
• Experienced with Microsoft Office Suite (particularly Word, Excel, and Outlook).
• Familiar with general information security practices
• Familiar with the data security principles needed to administrate data access controls
• Bachelor’s degree in technological field or commensurate relevant experience
• Familiar with the technical writing and technical documentation process
• Strong oral and written communication skills
• Able to work independently and in a team-oriented environment
• Able to prioritize tasks and meet deadlines in a fast-paced environment
• Under general supervision and per established security policies and procedures, the Service Desk Support Specialist II resolves common issues related to user authorization, access management, secure data management, account configuration, and general usage, escalating more complex issues according to internal guidelines.
• Able to think critically, problem-solve, and take the initiative to resolve issues
• Strong organizational skills and attention to detail
• Able to work regularly scheduled early start times, including some weekends
• Experienced in adapting to dynamic work processes
• Strong ability to troubleshoot access permissions in a Windows environment
• Experienced in addressing diverse client needs within defined guidelines
• Tact and discretion when working with clients and confidential information
• Strong customer service skills - courteous and professional in person and on the phone

Qualifications Desired:

• Experience in developing PowerShell and Python scripts to automate processes
• Familiar with Symantec Backup Exec or similar enterprise level data backup solutions
• Interest in health and social policy