Overview
On Site
Hybrid
Hourly
Contract - W2
Skills
Documentation
Data Processing
Computer Operation
Computer Hardware
Information Security
Policies and Procedures
Information Systems
Information Technology
Security Controls
Database
Reporting
Research
Remote Access
Information Gathering
Team Leadership
Collaboration
Change Request Management
Tier 2
SLA
Relationship Building
Management
Streaming
Auditing
Batch Processing
Service Desk
Customer Service
Identity Management
Active Directory
ServiceNow
Mainframe
Open Systems
SAP
ITIL
Communication
Access Control
DICE
Job Details
City : Austin
State : Texas
Neos is Seeking a Technical Support III for a contract role for with our client in Austin, TX.
***ONSITE ONLY - CANDIDATES CURRENTLY RESIDING IN THE AUSTIN, TEXAS AREA
NEED APPLY***
This position requires candidates to be onsite 5 days a week. Candidates must be LOCAL
6230 E Stassney Ln, Austin, TX 78744
No calls, no emails, please respond directly to the "apply" link with your resume and contact details.
Support Technician 3
Provide continued support of existing Access Management Services provided by the UAM Team. Responsibilities include: Supports and maintains user account information including rights, security, and systems groups. Performs basic operation, monitoring, installation, trouble shooting, relocations, or maintenance of end-user profiles and application access. Identifies and resolves basic user access problems. Prepares or assists in the preparation of service record documentation. Shows awareness of standards and regulatory requirements related to assigned tasks. Assists in monitoring and aiding on the access of systems, subsystems, and software applications. Experience in automated data processing systems. Knowledge of the practices, principles, and techniques of computer operations, of information systems, of computer software and hardware, and of information security policies and procedures. Skill in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems. Ability to operate information technology systems, to communicate effectively. Maintains the necessary security controls over software. May be responsible for accessing data from and transferring data to various local, state, or federal databases.
User Access Management (UAM) Analyst Duties:
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
Respond rapidly 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.
Ensure effective escalation handshake.
Maintain good collaborative relations - Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
Making sure that SLA targets are achieved.
Surveys: Making sure that the highest score of Survey has been received.
Relationships: Building and managing working relationships with customers and suppliers.
Monitor the job failures and resolve them as per the documentations.
Analyze system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages.
Record the resolutions in ticketing for the audit purpose, if the ticketing is not automated to track the failure.
Provide guidance to the junior resources to support the project independently.
Train the new resources on the project and the technology.
Improve existing batch processing and prepare quality documents for routine tasks.
Maintain daily checklist to cover all routine tasks up to date with time line for team members
Minimum Yrs of Experience, Skills, and Qualifications
Years Skills/Experience
7+ End User profile, applications, and systems access
7+ Contact Center, Service Desk, Customer Service environment
7+ Access Management applications such as ARS and Active Directory
7+ Experience with reviewing and maintaining access criteria
7+ Ticketing systems such as Service Now
7+ Mainframe or open systems or SAP
Preferred Skills and Qualifications
ITIL certified
Strong written and oral communication skills
Experience with SharePoint access controls
#DICE
State : Texas
Neos is Seeking a Technical Support III for a contract role for with our client in Austin, TX.
***ONSITE ONLY - CANDIDATES CURRENTLY RESIDING IN THE AUSTIN, TEXAS AREA
NEED APPLY***
This position requires candidates to be onsite 5 days a week. Candidates must be LOCAL
6230 E Stassney Ln, Austin, TX 78744
No calls, no emails, please respond directly to the "apply" link with your resume and contact details.
Support Technician 3
Provide continued support of existing Access Management Services provided by the UAM Team. Responsibilities include: Supports and maintains user account information including rights, security, and systems groups. Performs basic operation, monitoring, installation, trouble shooting, relocations, or maintenance of end-user profiles and application access. Identifies and resolves basic user access problems. Prepares or assists in the preparation of service record documentation. Shows awareness of standards and regulatory requirements related to assigned tasks. Assists in monitoring and aiding on the access of systems, subsystems, and software applications. Experience in automated data processing systems. Knowledge of the practices, principles, and techniques of computer operations, of information systems, of computer software and hardware, and of information security policies and procedures. Skill in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems. Ability to operate information technology systems, to communicate effectively. Maintains the necessary security controls over software. May be responsible for accessing data from and transferring data to various local, state, or federal databases.
User Access Management (UAM) Analyst Duties:
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
Respond rapidly 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.
Ensure effective escalation handshake.
Maintain good collaborative relations - Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
Making sure that SLA targets are achieved.
Surveys: Making sure that the highest score of Survey has been received.
Relationships: Building and managing working relationships with customers and suppliers.
Monitor the job failures and resolve them as per the documentations.
Analyze system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages.
Record the resolutions in ticketing for the audit purpose, if the ticketing is not automated to track the failure.
Provide guidance to the junior resources to support the project independently.
Train the new resources on the project and the technology.
Improve existing batch processing and prepare quality documents for routine tasks.
Maintain daily checklist to cover all routine tasks up to date with time line for team members
Minimum Yrs of Experience, Skills, and Qualifications
Years Skills/Experience
7+ End User profile, applications, and systems access
7+ Contact Center, Service Desk, Customer Service environment
7+ Access Management applications such as ARS and Active Directory
7+ Experience with reviewing and maintaining access criteria
7+ Ticketing systems such as Service Now
7+ Mainframe or open systems or SAP
Preferred Skills and Qualifications
ITIL certified
Strong written and oral communication skills
Experience with SharePoint access controls
#DICE
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.