Title: IT Systems Technician (849)
Location: Montgomery AL 36104
Duration: 6+Months Contract
Shift:1st Shift Onsite
Description:
- Serve as the 1st Point of Contact for clients and customers at Department of Finance
- Perform general troubleshooting with customer via phone 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
- 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.
Preferred/Bonus:
- 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
Experience Required:
- 1 year Service/Help Desk experience
- 1 year knowledge of troubleshooting and Tier 1 application support
- (IT Tech) Preferred 1 year of credit from an accredited college or technical school in the field of Information Systems.
