IT Support Technician

Job Summary:

Client is looking for IT Support Analyst.

Responsibilities:

• 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

Qualifications:

• 1 year Service/Help Desk experience
• 1 year knowledge of troubleshooting and Tier 1 application support