IT System Technician

Overview

On Site
Depends on Experience
Contract - Independent
Contract - W2

Skills

service desk
help desk
troubleshooting
Tier 1 application support
MS Office
MS Office word

Job Details

Responsibilities:

Serve as the 1st Point of Contact for clients and customers at Department of Finance

Perform general troubleshooting with customer via phone contac

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 wor

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

Qualifications:

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

Experience Required

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

Education Required

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

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