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IT Helpdesk Technician

2 months ago

Montgomery, United States 9992 Full time $21 - $22
Job DescriptionJob 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
 
 Additional Information
 
This is currently budgeted for 6 months as of now and can be extended as needed. Should a long-term need arise, this position would be available to convert to the merit system.