IT System Technician

Overview

On Site
Depends on Experience
Contract - W2

Skills

MS Office Word
Excel
wireframes

Job Details

IT System Technician

Location: 100 N Union St, Montgomery, AL, 36104 (Onsite)

Duration: 6 Months+ (Contract Hire)

Position Description

Serve as the 1st Point of Contact for clients and customers.

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

Skills Preferred

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.

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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