Temporary Account Support Assistant

Job Description:

The Temporary Account Support Assistant will work with their team and supervisor to follow account provisioning workflows and documentation as needed and will work closely with groups outside of Technology Support who are involved in this process.

DUTIES AND RESPONSIBILITIES: 

•    Follow best practice ITSM incident and service request management practices to log and track progress on client support requests.  Effectively and consistently document, triage, resolve, assign and follow-up on tickets.

•    Maintain ownership of tickets assigned until resolution. This includes escalating service requests to appropriate groups when necessary and  providing timely client communication according to documented policy.

•    Completion and review of creation, termination and reactivation of employee and student accounts and access in various internal systems (including by not limited to Google Workspace, Active Directory, OneLogin, PowerCampus)

•    Assign necessary account access to newly hired staff and faculty which may include collaborating outside of TTS

•    Create Colleague account access (based on request submitted by manager) 

•    Troubleshoot issues related to account creation, reactivation, and termination; work with or escalate to appropriate teams for resolution

•    Promote a positive and professional work environment

•    Other duties as assigned

 

MINIMUM JOB QUALIFICATIONS: 

•    1 - 3 years of related experience

 

 

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: 

•          Working knowledge of systems including, but not limited to, Google Workspace, Active Directory, SSO and identity management tools (OneLogin, Okta, Rapid Identity, etc), ERP systems (PowerCampus, Colleague), Workday. You will not be required to know how to build out these systems, but ability to troubleshoot is desirable

•          Strong verbal and written communication skills

•          Strong technical, analytical and problem solving skills

•          Strong interpersonal skills; ability to interact, communicate and work well with others

•          Commitment to exemplary customer service

•          Strong organizational and time management skills including the ability to prioritize and independently manage a changing workload and schedule

•          Ability to work with a sense of urgency

•          Ability to learn existing and emerging technologies quickly

•          Ability to easily adapt to change and uncertainty in new and changing environments

•          Natural curiosity 

•          Commitment to continuous improvement

 

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

 

Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : 

We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance.  Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at [email protected] or call 617-747-2375.

Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

Employee Type:
Temporary (Fixed Term)