It Systems Technician

TEKsystems•Montgomery, AL

3d•$15 - $19•Onsite

About The Position

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

Requirements

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
High school diploma with 1 year troubleshooting software (IT Tech)

Nice To Haves

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
Preferred 1 year of credit from an accredited college or technical school in the field of Information Systems

Responsibilities

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