IT Systems Technician

Title: IT Systems Technician

Location: 100 N Union St, Montgomery, AL, 36104

Duration: 6 months of contract with possible conversion to merit

Position Description:

• 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.

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 and/or Government applications software.

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.

Job Type: Contract

Pay: $23.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)

Work Location: In person