Information Technology Support Technician

An IT Support/Accounts Management team member will be responsible for the following scope of work within the Accounts Management & Provisioning team.

• Provide Customer First service and support for all account related issues.
• Use of IT Service Management tools to track and record customer incidents and requests.
• Apply excellent written, digital, and oral communication skills.
• Work on an tech forward customer support team assisting users both local and remote.
• Liaising with IT engineers to maintain identity management and security throughout the user account lifecycle.
• Balance the demands of daily and routine assignments with long-term projects.
• Monitor and prioritize work from multiple intake vectors, including but not limited too, Chat, Tickets, DMs.
• Create and document routine IT processes and procedures in accordance with our knowledge management process.
• Following defined procedures to execute all IT on-boarding & off-boarding functions for internal employees. ( Manually or through Automation )
• (FTE) - Full time employees.
• (Non-FTE) - SOW Contractor and Contingent workers.
• Troubleshoot account management issues in accordance with Identity & Accounts Management (IAM) policies.
• Act as a point of contact / escalation group to the IT Support team for all issues related to IAM.
• Troubleshooting customer issues within account / access systems such as Okta, SailPoint and MFA tools.

Must Haves:

• 2-3 years of experience in account management administration / troubleshooting issues in accordance with Identity & Access Management
• Experience troubleshooting customer issues within account / access systems Okta, Sailpoint, Slack and MFA tools
• Excellent communication and interpersonal skills
• Must be comfortable going onsite 4 days a week

Plusses:

• Proficient in Google Sheets / Excel
• Experience with Jira ticketing system and/or Airtable for onboarding tracking