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EY GPS - MS Office Level Support Specialist 
United States, New York, New York 
533682019

11.03.2025

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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.

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

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 offer
We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $52,800 to $95,900. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $63,400 to $109,000. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
  • 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.
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

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