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To create the corporation imaginative and prescient vision in addition to quest occurs legitimate; Black Hills Corporation is actually open pertaining to brand-new location because User Support Coordinator inside Rapid City, SD 57701 begin from February 2018. All people who’s considering answering that nonincome producing, remember to be involved in this kind of User Support Coordinator February 2018 recruitment within Rapid City, SD 57701. It can be well-advised for those players to organize just about all essential requirements due to this employment recruitment course of action, for the reason that method will be needing you to supply suited specs that this firm wants due to this situation. If you believe you are the one that can certainly fill the particular specification, you can try to learn further information about User Support Coordinator February 2018 in Rapid City, SD 57701 below.
Job Specifications PAY RANGE:
$19 - $26 per hour
Base pay is determined by the knowledge, skills and abilities of the applicant. CLOSING DATE:
This position will close on January 26, 2018. LOCATION:
Rapid City, SD PRIMARY FUNCTION:
The User Support Coordinator provides a high degree of customer service expertise and timeliness to employees and contractors at Black Hills Corporation. This position is responsible for the processes within the Helpdesk that requires much organization and detail-oriented duties requiring a high-level of accuracy. This position is critical for complying with policies, procedures and controls related to Sarbanes-Oxley, NERC and other regulatory frameworks. As the principal interface with IT customers, the User Support Coordinator must retain a breadth of knowledge across all IT areas and key contacts in all IT disciplines, i.e. network team, infrastructure, security, etc., to ensure proper communication. REPORTING RELATIONSHIP:
Technology Integration Manager ESSENTIAL JOB FUNCTIONS:
Prioritize and manage daily schedule related to resolving and documenting customer support issues. Respond to incoming requests in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction into Service Desk with customer satisfaction.
New employee process – Create tickets for all new users, ensure activities on tickets are being completed by all IT groups, work with supervisors to ensure they have everything needed for their new user, New User OU – verify all are disabled, if enabled move to the correct OU.
Termination process – process terminations per the compliance requirements ensuring tickets are created to maintain compliance.
Transfer process – process employee transfers per the SOX risk control matrix ensuring tickets are created to maintain compliance.
Email management – check junk mail folder for valid emails; ensure all emails to the Helpdesk are being processed and responded to in a timely manner.
Ticket management – managing tickets and activities in the ticketing system and portal, ensuring all tickets are assigned and being completed by IT departments. Work with the Helpdesk, management and reporting team to develop ticket reporting for all of our support groups.
Account Management (on-premise and cloud) - Responsible for the oversight, monitoring and life cycle management of user and service account governance. Will review all system accounts, ensure accounts are managed according to adopted procedures, own the process for revoking system access, monitor the use of all accounts, and monitor account usage.
16.1, 16.2, 16.3, 16.4, 16.6 (CT20 Controls)
Continually review and monitor all system accounts and disable any account that cannot be associated with a business process and owner.
Ensure that all accounts have an expiration date that is monitored and enforced.
Establish and follow a process for revoking system access by disabling accounts immediately upon termination of an employee or contractor. Disabling instead of deleting accounts allows preservation of audit trails.
Regularly monitor the use of all accounts, automatically logging off users after a standard period of inactivity.
Monitor account usage to determine dormant accounts, notifying the user or user’s manager. Disable such accounts if not needed, or document and monitor exceptions (e.g., vendor maintenance accounts needed for system recovery or continuity operations).
Management of user accounts related to requested exceptions to account management policies and standards.
MobilePass/Keyfob administration – setup, transfer and removal of employees from remote access, ensuring all approvals are secured.
Taking the initiative to find and develop efficiencies for the Helpdesk team.
Assist the Helpdesk with keeping the OneNote document up-to-date for all their Helpdesk resources.
System access – working the ticket process for granting system access and securing approvals.
Follow verbal and written procedures for escalating support requests to other staff members.
Accurately record all information regarding end user incidents or requests into the BHC Service Desk.
Other responsibilities as assigned. ADDITIONAL RESPONSIBILITIES:
Stay abreast of technical changes or new technologies and software by reviewing and studying vendor technical documentation, educational materials, and industry publications to enhance technology skills. Make recommendations for implementation of those that can be effectively applied.
Support BHC Information Technology and BHC goals and objectives.
Travel to business units for technical support as necessary.
Continuously develop competency with company systems and applications.
Ensure that a service desk ticket is created for every support request that you resolve or escalate.
Partner with the business in order to provide the highest levels of support.
Comply with policies, procedures and controls related to Sarbanes-Oxley, NERC or other regulatory frameworks.
Identifies trends and informs team members and/or makes recommendations as appropriate (e.g., system errors, user problems, process efficiencies, etc.)
Perform other duties as assigned. WORKING RELATIONSHIPS:
Will support multiple business unit groups including interaction with all levels of employees and contractors across all levels of the organization.
Will work closely with other supporting departments within the IT Department in the planning and execution of supporting activities to the business. EXPERIENCE:
Minimum 2 years of business experience preferred.
A combination of experience and training that would provide the required knowledge includes:
Working knowledge of application software such as Microsoft Office, Microsoft Project, Acrobat, and Visio. EDUCATION:
Associate degree or equivalent experience in related field required. KNOWLEDGE:
Must be proficient in working with Windows.
Basic knowledge of Microsoft Office, Citrix and Active Directory desired. SKILLS/ABILITY/OTHER CHARACTERISTICS:
Ability to work with a variety of stakeholders including consultants, users, technical personnel and business users to resolve problems in a timely and effective manner.
Strong attention to detail skills resulting in a high degree of accuracy and minimal rework in tasks performed.
Ability to manage several tasks simultaneously & sound business sense in prioritizing activities.
An aptitude for customer service skills such as taking ownership, sense of urgency, promoting a positive work environment, and dependability especially when providing support.
Experience using a Service Desk software preferred.
Ability to work in a fast-paced, changing environment.
Ability to develop and maintain positive and effective working relationships with a wide range of employees, managers, vendors and professional organizations.
Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
Outstanding customer service and interpersonal skills.
Ability to work both independently as well as part of a team environment.
Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
Ability to maintain composure under pressure.
Ability to keep information confidential. PHYSICAL REQUIREMENTS:
Applicant must be able to perform the essential job functions of the position with or without accommodation.
May require work in excess of 40 hours a week in order to complete functions of position.
Must be able to sit for prolonged periods of time in front of a computer.
The information contained in this position description describes the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.
We are an EEO Employer
As one of the leading company in USA, Black Hills Corporation opens a variety of opportunities for employees to grow and make them as future leaders of the professional and disciplined. Black Hills Corporation also offers a dynamic work environment in order to encourage employees to contribute optimally, and at the same time is able to learn new skills and knowledge through the company program.
If you are interested and qualified to follow the job recruitment, you have to prepare yourself and send your application letter immediately. Only candidates who meet the criteria for User Support Coordinator in Rapid City, SD 57701, Rapid City, SD 57701 who will be called to attend interview. If you still do not satisfy with our job recruitment information above, you can try to read other job recruitment information that we provide in our website which still located in Rapid City, SD 57701 region from any other company. You can also try to find other job recruitment information for User Support Coordinator di Rapid City, SD 57701 below.