Job Description

Position Description:
•Serve as the 1st Point of Contact for clients and customers at Department of Finance •Perform general troubleshooting with customer via phone 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 •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:
Preferred/Bonus: 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.

Experience Required:

• 1 year Service/Help Desk experience.
• 1 year knowledge of troubleshooting and Tier 1 application support.

Education Required:

• 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:
This is currently budgeted for 6 months as of now and can be extended as needed. Should a long-term need arise, this position would be available to convert to the merit system. Position will be full time, onsite in Montgomery, AL. No remote work would be considered.

Job Tags

Full time, Remote job,

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