Technology Operations Support Coordinator

Allegis Global Solutions•Troy, MI

22h•Hybrid

About The Position

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.

Requirements

Bachelor’s Degree or equivalent experience preferred
Proficient in Microsoft Office products
Ability to multitask in a fast-paced environment
Able to follow and influence processes and ensure adherence by other teams
Ability to meet deadlines, prioritize high volumes of tasks and troubleshoot technology issues
Great attention to detail.
Strong conceptual, analytical and problem-solving ability.
Excellent Organisational Skills
Good interpersonal skills with the ability to communicate and work effectively across teams
Can work both on own initiative and as part of a team when necessary
Average PC skills, excellent written and verbal skills, and proven customer service skills
Ability to adapt quickly and possess flexibility with working in a constantly evolving field

Nice To Haves

MSP 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 experience
Previous software administration and support experience preferred

Responsibilities

Document, submit and/or monitor inquiry, incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.com
Granting software licenses for Internal technologies and ensuring tracking of access requests
Ensure all information and attachments relevant to the case are received prior to escalation
Track new technology issues, updates and resolutions through Salesforce
Triages tickets before reassigning to Tech Ops Analysts and Tech CoE
Create, update and maintain all AGS Technology Operations support documentation as necessary
Capturing 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.