Location: Fully onsite in Montgomery, AL
Position Description:
• Serve as the 1st Point of Contact for clients and customers
• Perform general troubleshooting with customer via phone or email 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
• Good understanding of computers, operating systems, Office 365, and various technology products
• 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:
• 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
Education:
• 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:
• Video interviews will be conducted followed by in person interviews for those selected.
• Position will be full time, onsite in Montgomery, AL. No remote work would be considered.
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