Help Desk Support Specialist

• Providing technical and navigation support for internal and external KOG users.
• Onboarding new applications and their respective user bases through migration and conversion.
• Supporting the 180+ enterprise business applications and 1.5M+ users that are already leveraging SSO.
• Performing User Management functions to ensure business continuity for end-users.
• Troubleshooting application issues as they arise, escalating those issues to the development team when required, and tracking them to resolution.
• Working with end-users to document and reproduce production defects in pre-production environments before providing this information to developers.
• Working with developers to capture and develop use cases for product enhancements and/or new features.
• Participating in alpha and system integration testing.

• Experience in providing technical support in a help desk or IT end-user support role.
• Working knowledge of identity and access management (IAM) solutions and single sign-on (SSO).
• Microsoft M365 Product Suites (Word, Excel, PowerPoint, Outlook, and Teams).
• Active Directory (would be a plus, but can be trained).
• ServiceNow or similar help desk ticketing systems.
• Multifactor Authentication systems such as Okta or Symantec VIP (would be a plus, but can be trained).

• Bachelor's degree or equivalent combination of relevant work experience.
• Proficient problem-solving skills.
• Strong organization skills.
• Strong written and verbal communication skills.
• Ability to remain professional while executing any given task.
• Ability to present complex information to a variety of audiences.
• Must be detail-oriented.
• Must be self-motivated and able to work independently and in conjunction with team members.

Last updated on Oct 17, 2023