Offer summary

Qualifications:

Basic technical knowledge and strong customer service skills., At least 3 years of experience in email and telephone technical support., Ability to troubleshoot common software issues such as login problems and browser compatibility., Effective communication and problem-solving skills..

Key responsibilities:

Provide Tier 1 support via ServiceNow tickets, email, and phone.

Serve as the first point of contact for user issues and inquiries.

Troubleshoot common technical problems and assist with software usage.

Log incidents and escalate complex issues to Tier 2 support.

Job description

Help Desk System Support Analyst

3 month Contract (with likelihood of extension)
100% Remote
Due to our government client requirements, we can only consider US Citizens or a Green Card Holders for this position
NO THIRD PARTY RECRUITERS PLEASE! CANDIDATES MUST BE SELF-REPRESENTED.

Description

Provide email and telephone technical support of a new system being implemented.

Responsibilities

Provide Tier 1 support through ServiceNow tickets and potentially email and phone support.
Serve as the first point of contact for users, addressing routine, everyday issues related to the software application.
Troubleshooting common issues like login problems, browser compatibility, slow application performance, session timeouts, and basic navigation errors.
Assisting users with file upload/download issues and basic end- user software updates.
Resolving connectivity issues (e.g., network connectivity, accessing the application).
Providing general information or usage guidance.
Logging and categorizing incidents in ServiceNow or similar tools.
Escalating unresolved or complex issues to Tier 2 support based on predefined criteria.
Differentiating between technical issues and non- technical requests, routing business- related queries to the appropriate teams.

Requirements

Basic technical knowledge and strong customer service skills (i.e., junior support personnel with an emphasis on communication and problem-solving).
3 years relevant experience - providing email and telephone technical support.

Please Note:

Only those individuals selected for an interview will be contacted.
No calls, inquiries, or Third-Party Vendors please.
We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
$1000 Referral Bonus - www.aci.com.

Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.

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