IT Systems Technician

Job Description

Our client is currently seeking a highly skilled IT Systems Technician to serve as the first point of contact for the client and customer IT support needs. This role is critical in ensuring efficient operation and resolution of all IT-related issues. The successful candidate will be responsible for troubleshooting, documenting, and resolving or escalating IT issues. This position offers a dynamic work environment where no two days are the same. Applicants should be ready to handle a variety of technical challenges and can work independently as well as part of a team.

Responsibilities

• Serve as the primary contact for clients and customers experiencing IT issues, ensuring high levels of customer satisfaction.
• Perform initial troubleshooting of issues reported by customers through phone contact, aiming to resolve problems at first contact where possible.
• Accurately document details of clients'/customers' issues, troubleshooting steps taken, and resolutions achieved in the ServiceNow ticketing system.
• Escalate unresolved issues to Tier 2 support staff, providing them with documented case histories to facilitate a quicker resolution.
• Conduct regular follow-ups with clients/customers and internal teams to ensure that all IT issues are resolved satisfactorily.
• Review and update Service Desk procedures regularly to enhance the support process and ensure compliance with industry standards.
• Engage in limited systems administration tasks to maintain and optimize IT systems performance.
• Utilize documented procedures and checklists to diagnose and resolve IT problems efficiently, minimizing downtime.
  
  
  

Qualifications

• Proven experience in IT support, helpdesk, or a related role.
• Strong working knowledge of computer systems, networks, and typical IT troubleshooting tools.
• Excellent communication skills, capable of effectively managing interactions with clients and staff at all levels.
• Experience with ServiceNow or similar IT service management tools.
• Ability to work independently with minimal supervision as well as collaboratively in a team setting.
• High level of accountability and a proven track record of delivering results.
• Strong problem-solving skills and the ability to think critically under pressure.
• Availability to work in a full-time capacity.
• Relevant certifications in IT support and systems management preferred.
  
  
  

This role is designed for a technically adept individual who thrives in a fast-paced environment and is eager to continue learning and improving their skills. If you are looking for an opportunity to work in a supportive team and contribute significantly to managing and resolving IT issues, we would love to hear from you.

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.