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.