IT Systems Technician

Role Summary
This help desk support position is an entry-level role responsible for providing first contact assistance to clients and customers. The role involves troubleshooting, documenting issues, and escalating unresolved problems to higher-tier support. The ideal candidate will possess strong communication skills and basic technical knowledge to resolve service tickets efficiently. This position offers opportunities to develop technical and customer service skills within a collaborative environment.


Responsibilities

• Serve as the primary point of contact for clients and customers via phone or email
• Perform initial troubleshooting and issue resolution for common technical problems
• Document customer issues, requests, troubleshooting steps, and resolutions using ServiceNow ticketing system
• Route unresolved tickets to Tier 2 support staff for further assistance
• Follow up with clients and internal teams to ensure timely resolution and provide status updates
• Review, follow, and update all Service Desk procedures for continuous improvement
• Conduct limited systems administration tasks as needed
• Diagnose and resolve problems using documented procedures, checklists, and support tools
• Track, escalate, and monitor customer service tickets through to resolution in a timely manner
• Maintain accurate records of interactions and resolutions to facilitate knowledge sharing and process improvements

Qualifications

• Minimum of 1 year of Service/Help Desk experience or related support roles
• Basic understanding of troubleshooting methods and Tier 1 application support
• Excellent customer service and communication skills, both written and verbal
• Proficient in Windows operating systems, Office 365, and common technology products
• Ability to use MS Office Word and Excel to produce and edit documentation such as reports, mockups, and prototypes
• Strong analytical skills with attention to detail, organization, and accuracy
• Ability to work independently, prioritize tasks, and demonstrate initiative
• Adept at problem-solving and following established procedures within a team environment
• Availability to work in a fast-paced support setting and meet deadlines
• Working rights to perform the role within the local jurisdiction

Preferred Qualifications

• Knowledge of Ivalua Procurement application
• Experience with CGI Advantage or CGI HRM applications
• Support or configuration experience with ERP-style software
• Two years of troubleshooting and installing business or government applications software

Publishing Pay Range: $15.00 - $23.00 Hourly
This position is based in office and requires employee to work on-site.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.


Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.


GDH Benefits


GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates.


GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.


Please visit our notice of collection for California applicants.PandoLogic. Keywords: Help Desk Specialist, Location: Montgomery, AL - 36131 , PL: 603714340