The Service Desk Support Specialist II role is primarily responsible for providing outstanding phone and email support to Acumen’s ever-growing client base. This position focuses a majority of time undertaking more complex assignments and responding to escalated user phone and email inquiries ensuring satisfactory resolution. Additional responsibilities may include assisting with special internal projects designed to improve the user experience and overall system security.
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Under general supervision, the Service Desk Support Specialist II performs some combination of the following job functions:
- Answers company help lines and emails for general website support services within defined service-level agreements
- Provides technical assistance to website users for multiple project websites using established troubleshooting guidelines
- 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
- Performs outreach to website users to resolve commonly known issues
- Collaborates with team members to identify issues requiring escalation, and escalates to relevant internal staff
- Assists in reviewing, maintaining, and improving internal support documentation
- Communicates end user needs and feedback to relevant team members
- Conducts a variety of user outreach activities by phone and email
- Understands established website rules of behavior and uses good judgment in identifying and internally reporting potential violations or suspicious activity
- Complies with company policies and with applicable laws and regulations
- Demonstrates professionalism in the workplace
- Performs other duties as assigned
Qualifications Required
- Bachelor’s degree in technological field or commensurate relevant experience
- 1-3 years of Service Desk or Customer Support experience
- 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 work regularly scheduled early start times, including some weekends
- Strong oral and written communication skills
- Strong customer service skills - courteous and professional in person and on the phone
- Strong organizational skills and attention to detail
- Strong working knowledge of Microsoft Active Directory and access groups
- Strong ability to troubleshoot access permissions in a Windows environment
- Strong curiosity, desire, and aptitude for learning new things
- Experienced in documenting issue details in a ticketing system
- Experienced in adapting to dynamic work processes
- Experienced in addressing diverse client needs within defined guidelines
- Experienced with Microsoft Office Suite (particularly Word, Excel, and Outlook).
- Tact and discretion when working with clients and confidential information
- Familiar with general information security practices
- Able to think critically, problem-solve, and take the initiative to resolve issues
- Able to prioritize tasks and meet deadlines in a fast-paced environment
- Able to work independently and in a team-oriented environment
- Familiar with the data security principles needed to administrate data access controls
- Familiar with the technical writing and technical documentation process
Qualifications Desired:
- Interest in health and social policy
- Familiar with Symantec Backup Exec or similar enterprise level data backup solutions
- Experience in developing PowerShell and Python scripts to automate processes
Hours:
The schedule for this position is Monday - Friday from 11:00AM PT to 8:00PM PT.
Location:
This position is fully remote, with the option to work out of one of our three offices (Burlingame, CA; Sacrament, CA; Los Angeles, CA; or Washington, D.C.) if interested. #Li-Remote
Salary Range:
The salary range for this position is $60,000- $65,000 consideration for higher compensation may be made for candidates with advanced qualifications.
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