IT Technician
Job Summary:
The IT Technician is a first point of contact for user issues with CGI Information Technology system (including but not limited to hardware, software and network issues). Analyze and solve computer problems (software and hardware) of users. Provide support for the daily operation of the company. Works with the Network Administrator, Manufacturing Engineering Manager or Director of Manufacturing Systems and Technology on priorities and implementation of improvement projects.
Functions:
Serve as the first contact with users who need technical assistance
Perform IT troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Install, update or repair software and hardware as required
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Keep record of problems and their resolution
Follow-up with users
Provide feedback on equipment and processes and make recommendations on areas to improve
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Suggest improvements on procedure
Manage IT assistance requests in a timely manner
Stays informed concerning software and information technology equipment and practices
Other duties as assigned
Knowledge, skills, and abilities:
Experience managing Information Technology systems including ISA Server, SQL Server, Windows Server (various releases), Microsoft Exchange Server and Microsoft SharePoint.
Experience troubleshooting and solving user software and hardware issues.
Has initiative and able to work effectively with little direction and/or few guidelines.
Able to communicate effectively both orally and in writing at all levels within the organization as well as with external customers and suppliers.
Excellent analytical abilities.
Excellent problem-solving skills.
Ability to handle multiple tasks simultaneously.
Familiar with software utilized by CGI (Microsoft Office, Visual ERP, Crystal Reports, etc.).
Database reporting experience desirable (specifically Crystal Reports).
Tech savvy and in-depth knowledge of networks, computer systems and mobile devices
Customer-oriented and patient
Highly organized in order to keep requests in order
Previous working experience as an IT Help Desk Technician or similar role for 2 years
AA in IT, Computer Science or similar relevant field
Available to work regular overtime as required to resolve issues, including both evenings and weekends
CGI, A Great Place to Work!
About us
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. We are insights-driven and outcome-based to help accelerate returns on your IT and business investments.
In all we do, our goal is to build trusted relationships through client proximity, providing industry and technology expertise to help you meet the needs of your customers and citizens.