It Systems Technician

Job Details
Level
Entry
Job Location
Montgomery, AL (AL State Customer Site) - Montgomery, AL
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
Negligible
Job Shift
Day
Job Category
Information Technology
DESCRIPTION
THE COMPANY
Since 1997, ICS has provided support to no-fail missions in the Federal DoD, Civilian, Military and Intelligence communities. Many of our programs are in direct support of the United State Military and the individual warfighter. We consider this both a duty and an honor. Our employees exemplify our Core Values of Integrity, Excellence, Grit, Selfless Service and Getting Stuff Done to ensure we do our part to support those on the frontlines defending the freedoms we hold dear.
THE POSITION
The Systems Technician will serve as the 1st Point of Contact for clients and customers at the Department of Finance.
COMPENSATION AND BENEFITS
We offer a premium base salary with compensation commensurate with experience. We provide a robust benefits package including Tuition Reimbursement, 401K Match, BCBS Health Coverage, and Paid Time Off EVEN YOUR BIRTHDAY!
RESPONSIBILITIES:

• 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.

ADDITIONAL INFORMATION

• First round of interviews will be on Video, followed by in-person interviews for those selected.
• 100% on-site in Montgomery, AL.
• No remote work will be considered.

QUALIFICATIONS

• High school diploma
• 1-year troubleshooting software (IT Tech)
• 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 amounts 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.

PREFERRED:

• 1 year of credit from an accredited college or technical school in the field of Information Systems
• Knowledge of Ivalua Procurement application
• Knowledge of CGI Advantage application
• Experience with support or configuring ERP style applications Two years of experience in troubleshooting and installing business and/or Government applications software

Equal opportunity employer, including disability/vets.