IT Systems Technician

THE POSITION

The IT Systems Technician serves as the first point of contact for clients and customers at the Department of Finance, delivering frontline support and ensuring efficient resolution of technical and service-related inquiries. This role involves performing initial troubleshooting via phone, documenting issues and actions in the ServiceNow ticketing system, and escalating unresolved issues to Tier 2 support when necessary. The Specialist maintains consistent communication with stakeholders, follows established procedures, and contributes to the improvement of support documentation. The role also includes limited systems administration tasks and requires the ability to diagnose and resolve common issues using predefined checklists and protocols. The ideal candidate demonstrates strong communication skills, attention to detail, and a customer-focused approach to problem-solving.

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:

• Performing initial troubleshooting via phone to address technical and general support inquiries.
• Logging all client/customer issues, service requests, troubleshooting steps, and resolutions in the ServiceNow ticketing system.
• Routing unresolved or complex issues to Tier 2 support personnel in a timely manner.
• Maintaining clear and timely communication with clients, customers, and internal teams regarding ticket status and follow-up actions.
• Adhering to established Service Desk procedures, while also reviewing and contributing to procedural updates as needed.
• Conducting limited systems administration tasks as required.
• Diagnosing and resolving issues using documented procedures and troubleshooting checklists.
• Ensuring all customer service tickets are resolved, escalated appropriately, and tracked through to completion.

ADDITIONAL INFORMATION

• This position requires 100% on-site in Montgomery AL.

• High school diploma with 1 year troubleshooting software (IT Tech)
• 1 year of Service/Help Desk experience
• General knowledge of troubleshooting and Tier 1 application support
• Strong customer service skills
• Excellent written and verbal communication skills
• Proficient in Microsoft Word and Excel
• Demonstrated ability to produce and edit documentation (e.g., wireframes, mockups, prototypes, report design)
• Strong analytical skills with the ability to collect, organize, analyze, and interpret large volumes of information with accuracy and attention to detail
• Proven ability to take initiative, prioritize tasks, solve problems, work independently and collaboratively, follow through, and meet deadlines

PREFERRED

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

Equal opportunity employer, including disability/vets. #CJ