Job Title: IT Systems Technician
Address: Montgomery AL (Onsite)
Duration: 6-month contract-to-hire
Position Description:
- Serve as the 1st Point of Contact for clients and customers
- Perform general troubleshooting with customer via phone or email contact
- Document client/customer issues and requests, troubleshooting steps, and resolutions via ServiceNow ticketing system
- Route unresolved tickets to appropriate Tier 2 staff
- Follow-up and update clients/customers and internal teams as appropriate
- Follow, review, and update all Service Desk procedures.
- Limited systems administration work
- Diagnose and resolve problems using documented procedures and checklists in the performance of most responsibilities.
- Resolve, escalate, and track customer service tickets through to resolution
Skills Required: - 1 year Service/Help Desk experience
- General knowledge of troubleshooting and Tier 1 application support
- Great customer service skills
- Excellent communication skills both written and verbal
- Good understanding of computers, operating systems, Office 365, and various technology products
- Proficient with MS Office Word and Excel - Demonstrated ability to produce and edit documentation: (e.g. wireframes/ mockups/ prototypes/ report design etc.)
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amount of information with attention to detail and accuracy
- Ability to take initiative, prioritize duties, problem solve, work independently and within a team environment, pay close attention to detail, meet deadlines, do appropriate follow-up
Skills Preferred: - Knowledge of Ivalua Procurement application
- Knowledge of CGI Advantage application
- Knowledge of CGI HRM application
- Experience with support or configuring ERP style applications
- Two years of experience in troubleshooting and installing business and/or Government applications software
Education: - High school diploma with 1 year troubleshooting software (IT Tech)
- Preferred 1 year of credit from an accredited college or technical school in the field of Information Systems