Application Support Technician

Job description

Job Description

Application Support Technician

Position Description
CGI is looking for Application Software support technicians to support a large Northeast client. In this role you will be responsible for investigating and troubleshooting software support problems and apply understanding of application software, troubleshooting, good organization skills, and services to resolve user’s problems.

This role requires an even temperament, diligence, and a tenacity to resolve issues. It also requires good communication skills, the ability to work as a team or independently, and the ability to close issues quickly and effectively. The proven ability to troubleshoot, track, document, and potentially escalate to the appropriate resources is required.

The Application Support Technician clearly communicates technical solutions in a user-friendly, professional manner, and provides one-on-one end-user training as needed. This person will also work on special projects and perform other duties as required.

Excellent customer service skills and the ability to communicate and manage customer expectations are required. Your future duties and responsibilities
• Assist in the research, setup, and testing of new software releases
• Track and route problems, requests, and document detailed resolutions
• Assist in the administration of web logins and passwords
• Stay current with system information, changes and updates
• Thoroughly document issues and resolutions in knowledgebase of call tracking system
• Redirect problems to appropriate resources
• Identify and escalate situations requiring urgent attention
• Enter/resolve tickets in call tracking systems
• Respond to queries either in person or over the phone
• Respond to email messages from customers seeking help
• Follow up with customers to ensure issues have been resolved
• Ensure that tickets are resolved within SLA guidelines
• Assist in the research, setup, and testing of new software releases
• Track and route problems, requests, and document detailed resolutions
• Assist in the administration of web logins and passwords
• Stay current with system information, changes and updates
• Thoroughly document issues and resolutions in knowledgebase of call tracking system
• Redirect problems to appropriate resources
• Identify and escalate situations requiring urgent attention
• Enter/resolve tickets in call tracking systems
• Respond to queries either in person or over the phone
• Respond to email messages from customers seeking help
• Follow up with customers to ensure issues have been resolved
• Ensure that tickets are resolved within SLA guidelines
• Assist in the research, setup, and testing of new software releases
• Track and route problems, requests, and document detailed resolutions
• Assist in the administration of web logins and passwords
• Stay current with system information, changes and updates
• Thoroughly document issues and resolutions in knowledgebase of call tracking system
• Redirect problems to appropriate resources
• Identify and escalate situations requiring urgent attention
• Enter/resolve tickets in call tracking systems
• Respond to queries either in person or over the phone
• Respond to email messages from customers seeking help
• Follow up with customers to ensure issues have been resolved
• Ensure that tickets are resolved within SLA guidelines
• Must be able to multi-task and prioritize requests as they come in Required qualifications to be successful in this role
• Prior experience supporting software applications ie: SharePoint, BPM (Metastorm preferred)
• Positive Attitude and good communicator
• Fast learning skills and adaptability
• Problem analysis and problem solving
• Customer service orientation
• Attention to detail with the ability to manage large amount of information intake
• Stress tolerance
• Prior experience working in a Help Desk or Desktop environment
• Knowledge and experience of customer service practices
• Must be able to sit for prolonged periods of time in front of a computer
• Knowledge of ServiceDesk Plus would be advantageous

Education:
• Associates degree or technical school desired, can be substituted with experience Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Skills

·  Communication (Oral/Written)

Reference

564050