GPS - MS Office 365 Level 1 Support Specialist

From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world. 

Our GPS Technology Organization is a structure within the US GPS practice that implements and maintains a new operate and technology model designed specifically to support U.S. defense and Government engagements.

The opportunity

As the GCC High Level IT Support Technician, you’ll provide high-level technical support, resolution, and advice to EY GPS personnel. You’ll be first point of contact to internal employees as they contact the Service Desk for support.  You’ll be required to invest time in comprehending the user’s issue and triaging. You’ll then leverage an extensive knowledge base in ServiceNow to either resolve or escalate the issue to the appropriate group in a timely manner. 

There are times when a first contact resolve cannot be achieved while the issue remains with that technician.  In these cases, you’ll need to be diligent in establishing a schedule with the user, within ServiceNow, to follow up and complete the resolution of the issue.   

Your key responsibilities 

• Providing other technicians assistance/guidance if required 

• Raising tickets in ServiceNow with the relevant information from users and apply templates when required 
• Resolving the user issues and requests based on the available knowledge articles along with the ability to explain the resolution to the end user making them self-sufficient if error arises again 
• If an issue is resolved without appropriate knowledge available, technician will bridge the gap by informing the lead or creating the knowledge themselves
• Following escalation matrix and routing tickets to other resolver groups 
• Follow up with users for getting additional information as required by the resolving teams 
• Providing users information about outages and/or known errors  
• Updating method statements and all operational processes. Service Desk teams ensure that all knowledge base articles are up to date with accurate information about How TO’s, Technical troubleshooting’s and processing Service Requests
• Performing software upgrades and testing as needed or part of an initiative or project 
• Writing documentation for end-user & administrative purposes and performing related duties as required 
• Serving as an end-user advocate, championing M365 technologies to help users maximize the value of M365 portal applications including Outlook, OWA, SharePoint, Forms and Power BI 
• All voice and non-voice contacts with end-users are monitored and reported for service quality 
• Guiding end users on the use of technology including GCC High tenant and EY commercial tenant
• Daily queue management is required to assure tickets are actioned/followed up in a timely manner 

Top Issue Types Supported: 

• MS Windows 
• EY PC on Demand 
• Mobile devices 
• MS Outlook 
• MS Teams 
• MS SharePoint and OneDrive for Business  
• Laptop troubleshooting, maintenance and administration 

Skills and attributes for success

You’ll need to have strong IT acumen and be able to understand basic Level 3 aspects to correctly escalate issues to the right teams. This position will be all remote support over phone, email or chat. You must have strong communications, customer service skills and strive to provide a white glove experience to the user. 

To qualify for the role, you must have

• A degree in Computer Science or a related discipline or equivalent work experience
• Knowledge of multiple platforms including Microsoft Exchange, SharePoint, OneDrive, Forms, Power BI Desktop, AVD, Mobile and GCC High Tenant. 
• Work experience in a professional services industry, preferred
• Ability to obtain and maintain Top Secret Security Clearance

Ideally, you’ll also have

• Strong customer service/communication skills via phone, chat and email 
• A quick learner, self-thinker and ability to prioritize  
• Comfortable collaborating in a team and able to ask questions when needed 
• Comfortable learning in a remote setting 
• Ability to develop working relationship with colleagues 

What we look for 

Individuals with strong business and technical acumen who demonstrate drive, vision, teaming and purpose and are passionate about helping our clients achieve their goals.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.