Support Technician

Overview

Allied Consultants, Inc. is an Austin-based firm which has for 33 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Support Technician to be a key resource on a technical services team.

 

Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law.  Offers of Employment are contingent on a successful background checkAllied Consultants is an equal opportunities employer.

Responsibilities

Candidate will 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
• 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
• 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 do