Job Title: SBS Helpdesk
Location: Montgomery, AL
Job Type: 6-month contract, W2
Expected hours per week: 40 hours per week
Schedule: On-site, Monday-Friday, 8am-5pm
Pay Range: $23.57 per hour
Job Description:
Position Summary
We are seeking a customer-focused Help Desk Support Specialist to serve as the first point of contact for end users requiring technical assistance. This role provides Tier 1 support for hardware, software, and business applications, troubleshooting issues, documenting resolutions, and escalating complex problems as needed. The ideal candidate will have strong communication skills, a customer-service mindset, and experience working within a ticketing environment.
Key Responsibilities
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Serve as the primary point of contact for customers and end users seeking technical support.
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Troubleshoot software, hardware, operating system, and application issues via phone, email, and remote support tools.
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Document incidents, service requests, troubleshooting activities, and resolutions within the ServiceNow ticketing system.
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Escalate unresolved issues to Tier 2 support teams and track tickets through completion.
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Provide timely follow-up and status updates to customers and internal stakeholders.
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Maintain accurate support documentation and adhere to established Service Desk procedures.
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Assist with limited system administration and user support activities.
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Diagnose and resolve issues using documented procedures, knowledge base articles, and troubleshooting guides.
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Monitor, prioritize, and manage support tickets to ensure service level expectations are met.
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Contribute to continuous improvement of support processes and documentation.
Required Qualifications
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Minimum 1 year of Help Desk, Service Desk, IT Support, or Technical Support experience.
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Experience providing Tier 1 application and technical troubleshooting support.
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Strong customer service and interpersonal skills.
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Excellent verbal and written communication abilities.
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Working knowledge of Microsoft Office 365, Windows operating systems, and computer hardware/software.
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Experience using ticketing systems to document, track, and resolve support requests.
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Proficiency with Microsoft Word and Excel.
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Strong analytical, organizational, and problem-solving skills.
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Ability to prioritize work, meet deadlines, and work effectively both independently and within a team environment.
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High school diploma or equivalent.
Preferred Qualifications
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Experience supporting ERP, procurement, HR, or other enterprise business applications.
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Knowledge of Ivalua Procurement, CGI Advantage, or CGI HRM applications.
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Experience installing, configuring, and troubleshooting business or government software applications.
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College coursework or technical school training in Information Systems, Computer Science, or a related field.
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Additional experience in application support, systems administration, or enterprise software environments.
Work Environment
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Primarily office-based or hybrid work environment, depending on business needs.
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Frequent interaction with end users, customers, and technical teams.
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May require handling multiple support requests simultaneously while maintaining high-quality customer service.
Education
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High school diploma or equivalent required.
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Associate degree, technical certification, or coursework in Information Systems, Computer Science, or a related field preferred.
Benefits: 40 hours paid time off, medical insurance contributions, dental vision and our 401k retirement savings plan available.
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