Help Desk Analyst at Global Technical Talent, an Inc. 5000 Company in Montgomery, AL

Job description

• Help Desk Analyst
• Location: Montgomery, AL
• Onsite Flexibility: Onsite
• Contract Details
• Position Type: Right to Hire
• Contract Duration: 6-month contract-to-hire
• Pay Rate: $22.00–$22.01 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

• 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

Requirements

• 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
• 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
• 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

Skills

Required

• 1 year Service/Help Desk experience
• Great customer service skills

Preferred

• Knowledge of CGI Advantage application
• Knowledge of CGI HRM application

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund