Service Desk Specialist

  • location: San Clemente, CA
  • type: Permanent
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job description

Service Desk Specialist

job summary:
The Service Desk Specialist is responsible for access management and provisioning, with a strong emphasis on logical access control. This position will play an integral role in providing employees, consultants, contractors and temporary help with the access they need, execute it with consistency, accountability and exceptional customer service. Access is provisioned and processed within established SLAs, and trouble tickets are resolved expeditiously. Additionally, this position will be assisting with improving access management processes and transitioning access provisioning to automated solutions.

location: San Clemente, California
job type: Permanent
work hours: 8 to 5
education: High School
Essential Duties & Responsibilities

  • Provisioning/de-provisioning of access of employees, consultants, and contractors
  • Answer incoming calls or requests to provide broad level of support to customers to identify, troubleshoot, and resolve access related issues
  • Adherence to established SLAs, established processes, security controls and corporate policies
  • Modify any existing access as requested through ticketing system
  • Ensure requests contain proper approvals and reviewing completed requests for accuracy
  • Perform access re-certifications on a scheduled basis
  • Provide reports, provisioning and approval evidence when requested by auditors
  • Performing modifications to Service Catalog and ticketing workflows
  • Creating scripts to further advance automated provisioning/de-provisioning
  • Maintaining operations support documentation
  • Researching and evaluating new solutions, products and technologies that enhance and improve services
  • Provide training
Knowledge, Skills & Qualifications

  • Strong understanding of Active Directory including creating user accounts, managing user groups and entitlements and terminating user accounts
  • Proficient understanding of Exchange administration in an Office 365 environment
  • Strong proficiency with Microsoft Office Suite
  • Ability to work quickly and accurately in a large-volume environment with extreme attention to detail
  • Ability to multi-task, quickly shift priorities and manage business needs in a rapidly changing, complex technical environment
  • Strong sense of urgency and commitment to meeting SLAs
  • Excellent verbal and written communication skills with the ability to successfully communicate technical issues
  • Ability to work independently as well as with direct supervision
  • Typing speed of 40 words per minute or higher
  • Strong interpersonal skills/ability to interact with the user community with a high emphasis on customer service and satisfaction
skills: Education and Experience

  • Minimum of 3 years of hands-on access control experience including managing an Active Directory environment and custom built applications
  • Bachelor's degree from an accredited college or university in technical background, Computer Science, Information Systems, or related IT field is preferred
  • Security + certification preferred
  • ITIL v3 Foundation certification preferred
  • Experience in Windows 7 Enterprise and Windows 10. Microsoft Office 2010 and 2013
  • Experience with ServiceNow
  • Experience with PowerShell
  • Experience with Microsoft Access and Microsoft Suite
Intermediate knowledge of security, compliance and audit processes

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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