Position:

Global Services Access Management (GSAM) Assistant Technical Support

Reports To:

GSAM Technical Support

Location:

Redmond, WA (on-site)

FLSA:

Non-Exempt

Salary:

$28.50/hr

Great Benefits & Weekly Pay! $$

Company Benefits Include:

11 paid holidays

Tuition Reimbursement

Up to $1,200.00 in commuter benefits

95% Employer Sponsored MED/DEN/VIS Plans Available

Child Care Discount

Up to 6% 401K matching program

Yearly Paid Professional Licensing

Paid Training

Monthly/Quarterly Recognition Programs

Advancement Opportunities

Vacation Time:

Full time employees will be accruing time off accrued per weekly pay period. Maximum allowable benefits per anniversary year:

Length of Service

Yearly Accrual

Hours Accrued per Pay Period

1-4 years

80 hours

1.54 hours

5-9 years

120 hours

2.31 hours

10 plus years

160 hours

3.08 hours

SUMMARY

The Assistant Technical Support responsibilities include (but is not limited to) providing assistance to the IT/Technical support role, including any technical troubleshooting of equipment and software to ensure a successful execution in core responsibilities. This extends to groups that are supported internally, and any guidance necessary to ensure their success. This position may also involve a high amount of interaction between various business units to bring certain projects, initiatives and/or issues to a resolved state in a timely manner at the discretion of the Manager. The Assistant Technical Support will also assist with internal training which may require travel as well as responding to higher level/technical requests in person or via email as assigned from the Manager. This position will also assist with day-to-day operations, administrative and/or miscellaneous tasks. At times this role will oversee the Technical Support Team as needed as backfill.

ESSENTIAL FUNCTIONS:

• Assist the Technical Support role in all Tier 2/ Tier 3 level support for the GSAM Team in all technical support issues.
• Tier 1/ Tier 2 level support for all Internal supported groups including, this may include escalating Tier 3 items to the Technical Support Team and/or Manager as well as various teams to coordinate support for internal tools.
• Assist the Technical Support to integrate new tools and processes before being released to the Team and other internal and/or external support groups.
• Provide initial onboard training to all new Internal team members on all systems and tools required to function in the identified role. Including, but not limited to, new and/or existing internal tools and processes which may require travel.
• Work with the Access Systems Support team closely to resolve any issues identified or reported through GSAM.
• Work with the Certificate Services team closely to resolve any issues identified or reported.
• Closely support any groups supported globally to ensure success in their daily operations, including support for access control tools used, assist the Technical Support role to provide clear concise communications, provide/maintain their SharePoint sites including updating and providing current supporting documentation and policies.
• Monitor various email inboxes to quickly identify issues which are reported outside of the general ticketing queue.
• Identify issues with various tools, escalate appropriately and follow up as needed.
• A flexible schedule to facilitate the support of various other internal teams / partners globally.
• Provide assistance, working closely with the Technical Support role, with procedural review, analysis and process deployment for the Team and groups supported.
• Maintain an in-depth knowledge of all established policies/procedures and update internal documentation accordingly.
• Run, export, and extrapolate data for monthly reports to various business groups who require the data in a certain manner monthly.
• Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary in order to achieve assigned business objectives.
• Provide weekly reports of tasks completed and project status updates to the Technical Support role weekly.
• This role may also require some of the customer service responsibilities from time to time depending on the needs of the business.

• May be exposed to or required to handle sensitive and confidential information and must demonstrate the ability to maintain utmost confidentiality and privacy.
• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all the functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.

KEY COMPETENCIES (as demonstrated through experience, training, and/or testing)

• High attention to detail and well-developed organizational skills.
• Ability to identify key issues and escalate priority to escalation points.
• Ability to work with external teams in a professional and courteous manner.
• Able to communicate effectively and appropriately.
• Developed computer skills with proficient knowledge of Microsoft operating systems.
• Able to work in a fast-paced environment while effectively making decisions.
• Ability to learn new technically involved tasks as needed.
• Proficient problem solving, analysis and research skills
• Ability to work in a team environment and able to complete tasks in a timely manner.
• Ability to work independently with little to no supervision.
• Positive customer service experience with strong listening skills and patience.
• Strong verbal and written communication skills.
• Ability to work professionally and productively with others
• Capable of working under pressure while maintaining a professional image and approach with clients inside and outside Microsoft.

MINIMUM HIRING STANDARDS

• Must be at least 18 years of age.
• Must have a reliable means of communication
• Must have a reliable means of transportation (public or private).
• Must have the legal right to work in the United States.
• Must have the ability to speak, read, and write English.
• Must have a High School Diploma or GED.
• Must be willing to participate in the Company's pre-employment screening process, including drug screen and background investigation.

EDUCATION AND EXPERIENCE

Associate degree or 3 consecutive years of work experience in a related field within the past 7 years. Demonstrated high-level support experience leveraging technology and systems. Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.

• Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition.
• Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required.
• 3 years of access-related experience required or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.

WORKING CONDITIONS AND PHYSICAL/MENTAL DEMANDS

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:

• Maintain composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.
• Successful passage of background and reference checks, job related and controlled substance tests.
• Must be able to adjust schedule and working hours regularly when necessary to meet operational needs.
• Frequent sitting, standing and walking, which may be required for long periods of time.
• Seeing, hearing, speaking, and writing clearly in order to communicate with employees and clients, observe and report incidents, and direct others.
• Required ability to handle multiple tasks concurrently.
• Keyboarding, basic computer usage and operating controls.
• Regular talking and hearing.
• Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.
• Occasional lifting and/or moving up to 10 pounds.
• Close vision, distance vision, and ability to adjust focus.

Employee Signature: ___________________________________________________Date: _____________________________

About Us

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

About the Team

Our Company Mission:

Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.

Our Values:

Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.

Integrity:

Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.

Vigilance:

Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.

Helpfulness:

As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job.