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Technical Support Specialist
2 months ago
Position Summary: Act as the primary contact for clients and customers within the Department of Finance. Engage in general troubleshooting with customers through phone interactions. Accurately document client/customer issues, requests, troubleshooting steps, and resolutions using the ServiceNow ticketing system. Direct unresolved tickets to the appropriate Tier 2 personnel. Ensure timely follow-up and updates for clients/customers and internal teams as necessary. Adhere to, review, and refine all Service Desk protocols. Perform limited systems administration tasks. Diagnose and resolve issues by following established procedures and checklists for most responsibilities. Manage, escalate, and track customer service tickets until resolution.
Required Skills: Minimum of 1 year of experience in Service/Help Desk roles. General understanding of troubleshooting and Tier 1 application support. Strong customer service abilities. Excellent written and verbal communication skills. Proficient in MS Office applications, particularly Word and Excel. Demonstrated capability to create and modify documentation, including wireframes, mockups, prototypes, and report designs. Strong analytical skills with the ability to gather, organize, analyze, and disseminate substantial amounts of information while maintaining attention to detail and accuracy. Capacity to take initiative, prioritize tasks, solve problems, work independently and collaboratively, and meet deadlines with appropriate follow-up.
Preferred Skills: Familiarity with Ivalua Procurement application, CGI Advantage application, and CGI HRM application. Experience in supporting or configuring ERP-style applications. A minimum of 2 years of experience in troubleshooting and installing business or government application software.
Experience Requirements: At least 1 year of experience in Service/Help Desk roles and 1 year of knowledge in troubleshooting and Tier 1 application support.
Education Requirements: High school diploma with 1 year of experience in troubleshooting software (IT Technician). Preferred: 1 year of credit from an accredited college or technical school in Information Systems.
Additional Information: This position is currently budgeted for a duration of 6 months and may be extended as necessary. Should a long-term requirement arise, this role may transition to the merit system. The salary range begins at BR,381.60. This position does not provide sponsorship and is full-time, onsite. Remote work options are not available.
