About this role
The Technology Operations Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various activities critical to our AGS program’s day-to-day success. They will also support provisioning for ACUMEN IWP products. This position includes developing a strong partnership with all internal AGS teams and conducting tactical support on day-to-day technology related work efforts.
This role will provide superior customer service, timely record keeping of technology related incidents and service requests while offering a convenient central point of contact for AGS Technology teams.
Responsibilities
Document, submit and/or monitor inquiry, incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.comGranting software licenses for Internal technologies and ensuring tracking of access requestsEnsure all information and attachments relevant to the case are received prior to escalationTrack new technology issues, updates and resolutions through SalesforceTriages tickets before reassigning to Tech Ops Analysts and Tech CoECreate, update and maintain all AGS Technology Operations support documentation as necessaryCapturing and reporting out on technology SLAs and other defined metrics for continuous improvements.Assisting the AGS Technology Analysts in handling basic questions concerning functionality and configuration settings in the technologies utilized by the Program Management Office.Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts or VMS Partners.Initial Testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.Coordinates VMS outages globally. Bachelor’s Degree or equivalent experience preferredMSP experience a plus.Experience is a plus with the standard technologies utilized by AGS VMS engagements (ex. Beeline, Fieldglass, IQ Navigator, Salesforce, SharePoint, etc.).Strong customer service experiencePrevious software administration and support experience preferredProficient in Microsoft Office productsAbility to multitask in a fast-paced environmentAble to follow and influence processes and ensure adherence by other teamsAbility to meet deadlines, prioritize high volumes of tasks and troubleshoot technology issuesGreat attention to detail. Strong conceptual, analytical and problem-solving ability.Excellent Organisational SkillsGood interpersonal skills with the ability to communicate and work effectively across teamsCan work both on own initiative and as part of a team when necessaryAverage PC skills, excellent written and verbal skills, and proven customer service skillsAbility to adapt quickly and possess flexibility with working in a constantly evolving field. As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.
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