IT Systems Technician

Gdh Consulting, Inc.; Montgomery (AL); On-site; USD 21,000 - 32,000; Full time

Benefits offered by this job

Medical insurance options

Dental & Vision coverage

401(k) plan

Wellbeats membership

Gym discount

Job summary

GDH is hiring for a full-time Help Desk role in Montgomery, AL to provide first-level support to clients via phone or email, document tickets, and ensure timely, quality issue resolution while delivering strong customer service.

You will troubleshoot according to documented procedures, log and update tickets in ServiceNow, escalate unresolved issues to Tier 2, communicate status to clients and teams, and perform limited systems administration as needed, with a pathway to grow into technical

Qualifications

• 1+ year of experience in service or help desk support.
• Basic knowledge of troubleshooting and Tier 1 application support.
• Excellent written and verbal communication skills.
• Strong customer service orientation.

Responsibilities

• Be the primary contact for clients seeking assistance or reporting issues.
• Troubleshoot technical problems using documented procedures and checklists.
• Log, track, and update support tickets accurately within the ServiceNow system.
• Escalate unresolved tickets to Tier 2 support staff and follow up on progress.
• Communicate effectively with clients and internal teams to provide updates and resolutions.
• Maintain and review all Service Desk procedures to ensure best practices are followed.
• Perform limited systems administration tasks as needed.
• Diagnose and resolve hardware and software issues related to operating systems, Office 365, and other technology products.
• Collaborate with team members to improve support processes and documentation.
• Ensure timely follow-up with clients to confirm issue resolution and customer satisfaction.

Skills

Customer service

Communication skills

Troubleshooting

Ticketing system

Office 365

MS Word & Excel

Analytical skills

Independent work

Prioritization

US work authorization

Tools

ServiceNow

Office 365

Windows OS

Job description

Role Summary

NEW Full Time. This role involves providing first-level support to clients and customers, serving as the initial point of contact for troubleshooting and issue resolution. The position requires handling customer inquiries via phone or email, documenting tickets, and ensuring timely resolution with a focus on quality customer service. It offers an opportunity to develop foundational IT skills within a fast-paced help desk environment, with potential for growth in technical support and systems administration.

Responsibilities

• Act as the primary contact for clients and customers seeking assistance or reporting issues.
• Troubleshoot technical problems using documented procedures and checklists.
• Log, track, and update support tickets accurately within the ServiceNow system.
• Escalate unresolved tickets to Tier 2 support staff and follow up on progress.
• Communicate effectively with clients and internal teams to provide updates and resolutions.
• Maintain and review all Service Desk procedures to ensure best practices are followed.
• Perform limited systems administration tasks as needed.
• Diagnose and resolve hardware and software issues related to operating systems, Office 365, and other technology products.
• Collaborate with team members to improve support processes and documentation.
• Ensure timely follow-up with clients to confirm issue resolution and customer satisfaction.

Qualifications

• Minimum of 1 year experience in Service or Help Desk support.
• Basic knowledge of troubleshooting and Tier 1 application support.
• Excellent written and verbal communication skills.
• Strong customer service orientation.
• Good understanding of computers, operating systems, Office 365, and related technology.
• Proficiency in MS Office Word and Excel, with experience creating and editing documentation.
• Demonstrated analytical skills with attention to detail and accuracy.
• Ability to work independently, prioritize tasks, and problem-solve effectively.
• Strong follow-up skills to ensure issues are resolved and documented properly.
• Must be legally authorized to work in the United States.

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

• 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.

Location/Region: Montgomery, Alabama