IT Support Specialist

Job Order: J0213-0870 - Permanent Full Time
Title: IT Support Specialist
Category: Information Technology
City: Troy, Alabama, United States

Job Description: IT Support Specialist IT Support Specialists

CGI is looking for experienced IT Support Specialists to join our Center of Excellence in Troy, Alabama. Qualified candidates will have a minimum of 3 - 5 years of experience in an IT support role and some exposure to a UNIX OS.

IT Support Specialist I provides support for low complexity applications. May create and develop
software solutions to application errors reported. Escalates unresolved issues to proper
personnel. Provides end-user support, which may include: providing systems administration
assistance, identifying the need to coordinate stakeholder discussions, identifying the need to
update user documentation or conducting training.

IT Support Specialist II provides support for medium complexity applications. May create and
develop software solutions to application errors reported. Escalates unresolved issues to proper
personnel. Provides senior-level end-user support, which may include: providing systems
administration assistance, coordinating stakeholder discussions, updating user documentation or
conducting training.

(could include any and/or all of these duties on a daily basis):

- Receives and handles incidents for support following agreed upon processes and procedures
- Provides information to enable problem resolution and allocates unresolved incidents as appropriate
- Maintains records and advises relevant persons of action taken
- Ensures that Incident Management coordination documentation is available and in an appropriate form for those providing support
- Ensures that inventory of components to be supported is complete and accurate
- Keep track of changes as per agreed upon processes and procedures on a daily basis
- Ensure that changes are rigorously documented in the appropriate ITSM tools
- Collaboration with various groups of change coordinators and support (project and production environment)
- Ensure that the changes comply with approved procedures in place and escalation if required
- Active participation in working sessions on new processes, procedures and standards
- Investigate and provide recommendations when procedures are inappropriate
- Generate and distribute standard and adhoc reports
- Follow-up on the closure of completed changes and incidents

WORK EXPERIENCE REQUIREMENTS :
- 3 to 5 years experience in an IT outsourcing environment
- Basic knowledge of UNIX, ie navigation in Directories, basic commands
- Autosys
- Unix Shell Scripting

About Troy, Alabama
Troy offers a high quality of life and low cost of living and is easily accessible from most major cities in the Southeast. U.S. Highway 231 is a main artery from the mountains of North Alabama to our Gulf Coast beaches, making Troy an ideal location to call home.

It is a progressive city with a growing industrial base, a thriving retail community, a state of the art recreation facility, an "A plus" school system, a variety of senior services and a center for the arts.
Troy University is the state's second largest. It offers educational programs for full and part time students as well as continuing education opportunities for seniors.

Athletic and arts programs offer entertainment not often found in hometown communities like Troy.
At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in more than 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.
Skills
- Help Desk/IT Services
- Unix

Reference: 239050