Help desk analyst

Help Desk Analyst

Location: Montgomery, AL

Onsite Flexibility: Onsite

Contract Details

• Position Type: Right to Hire Contract
• 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.

Key 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

Required Skills

• 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

Preferred Skills

• 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

Education Requirements

• 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

Important Notes

Video interviews will be conducted followed by in-person interviews for those selected.

Benefits

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

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-13950

Industry: Data & Analytics