EY Microsoft Office 365 Level 1 Support Specialist in Atlanta, Georgia
Microsoft Office 365 Level 1 Support Specialist
Core Business Services
Requisition # UNI00IGN
Post Date Jun 18, 2021
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world.
Our GPS Technology Organization is a structure within the US GPS practice that implements and maintains a new operate and technology model designed specifically to support U.S. defense and Government engagements.
As the GCC High Level IT Support Technician, you’ll provide high-level technical support, resolution, and advice to EY Government and Public Sector personnel. You’ll be first point of contact to internal employees as they contact the Service Desk for support. You’ll be required to invest time in comprehending the user’s issue and triaging. You’ll then leverage an extensive knowledge base in ServiceNow to either resolve or escalate the issue to the appropriate group in a timely manner.
There are times when a first contact resolve cannot be achieved while the issue remains with that technician. In these cases, you’ll need to be diligent in establishing a schedule with the user, within ServiceNow, to follow up and complete the resolution of the issue.
Your key responsibilities
Providing other technicians assistance/guidance if required
Raising tickets in ServiceNow with the relevant information from users and apply templates when required
Resolving the user issues and requests based on the available knowledge articles along with the ability to explain the resolution to the end user making them self-sufficient if error arises again
If an issue is resolved without appropriate knowledge available, technician will bridge the gap by informing the lead or creating the knowledge themselves
Following escalation matrix and routing tickets to other resolver groups
Follow up with users for getting additional information as required by the resolving teams
Providing users information about outage and/or known errors
Updating method statements and all operational processes. Service Desk teams ensure that all knowledge base articles are up to date with accurate information about How TO’s, Technical troubleshooting’s and processing Service Requests
Performing software upgrades and testing as needed or part of an initiative or project
Writing documentation for end-user & administrative purposes and performing related duties as required
Serving as an end-user advocate, championing M365 technologies to help users maximize the value of M365 portal applications including Outlook, OWA, SharePoint, Forms and Power BI
All voice and non-voice contacts with end-users are monitored and reported for service quality
Guiding end users on the use of technology including GCC high tenant and EY commercial tenant
Daily queue management is required to assure tickets are actioned/followed up in a timely manner
Top Issue Types Supported:
EY PC on Demand
MS SharePoint and OneDrive for Business
Laptop troubleshooting, maintenance and administration
Skills and attributes for success
You’ll need to have strong IT acumen and be able to understand basic Level 3 aspects to correctly escalate issues to the right teams. This position will be all remote support over phone, email or chat. You must have strong communications, customer service skills and strive to delight the user.
To qualify for the role you must have
3+ years of Service Desk/IT Support experience
Experience with ServiceNow
Windows 10 Support
MS Office and MS Teams experience
Knowledge of multiple platforms including Microsoft Exchange, SharePoint, OneDrive, Forms, Power BI, Desktop, WVD, Mobile and GCC High Tenant.
Ability to obtain and maintain Top secret security clearance
Ideally, you’ll also have
Strong customer service/communication skills via phone, chat and email
A quick learner, self-thinker and ability to prioritize
Comfortable collaborating in a team and able to ask questions when needed
Comfortable learning in a remote setting
Ability to develop working relationship with colleagues
What we look for
Individuals with strong business and technical acumen who demonstrate drive, vision, teaming and purpose and are passionate about helping our clients achieve their goals.
What we offer
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
The exceptional EY experience. It’s yours to build.
*EY | Building a better working world *
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
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