IT Systems Technician

IT Systems Technician
Location: Montgomery, AL (On-site role)
Duration: 6 Months (Contract Hire)

SBS Helpdesk Position

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