Support Desk Analyst

SUMMARY OF RESPONSIBILITIES: The Support Desk Analyst role will provide customer service support to end users leading to conclusion/resolution of inquiry and requests in a prompt, professional and timely manner. DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time to total 100%):

• Provide customer service to user(s) at manager, supplier and contract worker levels with log in procedure for Acceleration VMS application. This includes site address, Internet browser settings, password resets. Lead users to conclusion/resolution of inquiry. 70%
• Provide support to managers and suppliers utilizing Acceleration VMS application. Answer “How To” questions. Provide guidance that enables them to support their contract workers. 10%
• Provide first level of support to Client Service Administrators (CSA) and Client Service Managers (CSM) in Acceleration Vendor Management Application. Direct users in proper procedural process. Trouble shoot problems. Provide guidance and training. 5%
• Record all requests (verbal, phone, email) in Support Ticket database to ensure proper tracking. 5%
• Other duties and special projects as assigned. 5%
• Perform and maintain records of financial adjustments. 5%

SUPERVISION EXERCISED/# OF STAFF: 0 LANGUAGE/COMMUNICATION SKILLS REQUIRED (written & verbal): Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public. COMPUTER/SYSTEM SKILLS REQUIREMENTS: Working knowledge of computers including Windows environments, email, and the internet. Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, and Project. Ability to quickly learn AgileOne proprietary technology. CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:

• Acceleration VMS certificate preferred

MENTAL DEMANDS (list below and indicate % of time)

• • Problem solving 80%
• • Working with interruptions 50%
• • Analytical skills 60%
• • Creativity 50%
• • Organization 80%
• • Communications – written 50%
• • Communications – verbal 50%

PHYSICAL DEMANDS (list below and indicate % of time)

• Stand: 5%
• Sit: 90%
• Squat: 0%
• Walk: 5%
• Bend: 5%
• Repetitive Motion: keyboarding 90%
• Climb: 0%
• Twist: 2%
• Operate Equipment: 0%
• Air and other public transportation Business Travel: Less than 5%
• Driving: Less than 10%
• Lifting (lbs): Less than 10 lbs – less than 5% lifting
• Percentage of time Low Lifting: Less than 5%
• Percentage of time High Lifting: Less than 5%
• Carrying (lbs): Less than 10 lbs
• Percentage of time Carrying: Less than 5%
• Percentage of time Carrying: Less than 5%

Joining our global team

Joining our global team, you’ll become a member of the business community’s global partner for forward-thinking talent and resource-management solutions. The ActOne Group is the largest privately held, woman and minority-owned workforce management company in the United States, operates in over 30 countries, and services over 17,000 clients.

A career with The ActOne Group means you’re a part of something bigger. Your resume will be shared with the entire ActOne Group family, giving you exposure to opportunities in staffing, workforce solutions, and business services through brands like AppleOne, AgileOne, and more! We want to ensure you have every opportunity to be the best you can be in the position where you fit best.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records.

For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

The Know Your Rights poster is available here: Know Your Rights Poster (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf)

The pay transparency policy is available here: Pay Transparency Policy (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

If you believe, you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to [email protected] for assistance. The Company participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

E-Verify Poster (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

Vets/Disabled

Working knowledge of Windows, email, internet; proficiency with MS Office (Excel, Word, PowerPoint, Outlook, Project); ability to learn proprietary technology; strong communication and problem-solving skills.

Key Responsibilities

• providing customer service
• troubleshooting issues
• recording support tickets

Skills & Tools

Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Microsoft Project, Windows, Acceleration VMS

Job Details

• Category: Customer Service
• Seniority: No Prior Experience Required
• Commitment: Full Time
• Workplace: Remote — United States or Torrance
• Languages: English

About AgileOne

A global partner for forward-thinking talent and resource-management solutions. — Industry: Information Technology