Technical Support Specialist

2 weeks ago


Montgomery, Alabama, United States TalentBurst Full time
Position: IT Systems Technician
Overview:
This role involves providing essential support as the primary contact for clients and customers within a financial department. The technician will be responsible for troubleshooting issues, documenting interactions, and ensuring customer satisfaction through effective communication and follow-up.

Key Responsibilities:
  • Act as the initial point of contact for client inquiries and issues.
  • Conduct general troubleshooting with customers via phone.
  • Record client issues, requests, and resolutions in the ticketing system.
  • Escalate unresolved issues to the appropriate technical staff.
  • Maintain communication with clients and internal teams regarding ticket status.
  • Adhere to and update all Service Desk protocols.
  • Perform limited systems administration tasks as needed.
  • Utilize documented procedures to diagnose and resolve issues effectively.
  • Manage customer service tickets from initiation to resolution.
Required Skills:
  • Minimum of 1 year experience in a Service/Help Desk role.
  • Basic understanding of troubleshooting and Tier 1 application support.
  • Strong customer service abilities.
  • Excellent verbal and written communication skills.
  • Proficient in MS Office Suite, particularly Word and Excel, with experience in documentation creation.
  • Strong analytical skills with attention to detail and accuracy.
  • Ability to prioritize tasks, solve problems, and work both independently and collaboratively.
Preferred Qualifications:
  • Familiarity with Ivalua Procurement, CGI Advantage, and CGI HRM applications.
  • Experience in supporting or configuring ERP-style applications.
  • Two years of experience in troubleshooting and installing business or government software applications.
Experience Requirements:
  • 1 year of Service/Help Desk experience.
  • 1 year of knowledge in troubleshooting and Tier 1 application support.
  • Preferred: 1 year of relevant education from an accredited institution in Information Systems.


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