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Technical Support Specialist

2 months ago

Montgomery, Alabama, United States TalentBurst Full time
Position: IT Systems Technician
Company: TalentBurst

Overview:
As an IT Systems Technician, you will be the primary contact for clients and customers, ensuring their technical issues are addressed efficiently and effectively. Your role will involve troubleshooting and providing support to enhance user experience.

Key Responsibilities:
  • Act as the initial point of contact for clients at the Department of Finance.
  • Conduct general troubleshooting through phone interactions with customers.
  • Record client issues, requests, and resolutions using the ServiceNow ticketing system.
  • Escalate unresolved issues to Tier 2 support staff.
  • Maintain communication with clients and internal teams regarding ticket status.
  • Review and update Service Desk procedures regularly.
  • Perform limited systems administration tasks as needed.
  • Utilize documented procedures and checklists to diagnose and resolve issues.
  • Track and manage customer service tickets until resolution.

Required Skills:
  • Minimum of 1 year experience in Service/Help Desk roles.
  • Basic understanding of troubleshooting and Tier 1 application support.
  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Proficient in MS Office applications, particularly Word and Excel, with a demonstrated ability to create and edit documentation.
  • Strong analytical skills with attention to detail and accuracy in handling information.
  • Ability to prioritize tasks, solve problems, and work independently or as part of a team.

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 application software.

Experience:
  • 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 college or technical school in Information Systems.