• Serve as the end-user (customer) facing component of the Information Security department.
• Responsible for creating new associate profiles upon hire date.
• Assists in access removal of terminated and/or resigning associate’s user profiles within established standards and guidelines.
• Must be able to communicate clearly and effectively with management to assist and resolve associate access issues that may affect daily job responsibilities.
• Ask questions to determine the nature of an issue and walk end-users (customers) through problem-solving strategies.
• Assists in configuration and ongoing usability of skip site tools and user profiles within established standards and guidelines.
• Gain feedback and follow-up with customers to ensure issues have been resolved.
• Respond to queries either in person or over the phone being accountable to a hotline system.
• Respond to ticket queries for end-users (customers) seeking assistance.
• Provide technical assistance and support for incoming queries and issues related to third-party access credentials.
• Use and manage a ticketing system.
• Assists in maintaining a secure computing environment within established compliance standards and guidelines.
• Must be able to multitask while working between new hire and existing user requests.

Required Qualifications

• Experience with customers in a technical support capacity
• Ability to demonstrate computer usage and knowledge of Microsoft Windows
• Must be a team player with the strong ability to multi-task and work in a deadline driven environment
• Detail-oriented and strongly effective analytical skills
• The ability to quickly assess problems and find workable solutions
• Excellent interpersonal, written and verbal communication skill

Preferred Qualifications

• Associates Degree in Networking or related certifications or 2yr related work experience preferred.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Position Type/Expected Hours of Work

This is a full-time position with a work schedule of Monday-Friday with some schedule variations of weekday, weekend, and sometimes monthly on-call duties as needed.

Travel

Up to 5% local travel is expected for this position.

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

California Privacy Notice

"As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our [Employee Privacy Notice](http://www.americancreditacceptance.com/wp-content/uploads/2024/05/ACA California Employee Privacy Notice Addendum.pdf)."

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.