IT Support Specialist (Service Desk)

State of Ohio • Cleveland, OH

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About The Position

The Ohio Lottery Commission is an exciting organization offering career opportunities across many different business functions. For more than 50 years, the Ohio Lottery has been building an amazing organization committed to growth and giving back – and having fun while doing it. Our mission is\: Supporting education by offering entertaining gaming experiences. Our vision is\: Investing in Ohio’s students and communities through gaming innovation. We are looking for smart, passionate and creative people to join our team and help us achieve our mission. We embrace challenge, foster an inclusive culture, and value integrity, innovation and winning.

Requirements

• 18 months combined work experience in any combination of the following\: computers and/or telecommunications software/hardware, applications, support products, projects or databases for small scale systems or programs or pieces of larger systems or programs including 12 months combined work experience as specified by the agency position description & job posting.
• completion of associate core program in computer science or information systems; 12 months combined work experience as specified by the agency position description & job posting.
• equivalent of minimum class qualifications for employment noted above.
• Job Skills: Information Technology, Computer Literacy, Customer Service, Technical Documentation, Customer Focus, Responsiveness, Teamwork
• Primary Technology\: Endpoint Customer Support
• Secondary Technology\: IT Service Management Tools
• Area of Required Technical Experience is Endpoint Customer Support

Responsibilities

• Provide first contact support and triage (Tier 1) of incoming requests to the service desk via telephone, web portal, e-mail and chat to ensure courteous, timely and effective resolution of end-user issues.
• Assist in prioritizing incidents and service requests according to defined processes to meet defined service level agreements.
• Record, track and document all incidents and requests for the service desk into the IT Service Management system (ServiceNow), including the incident solving process and all successful and unsuccessful actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledge base as needed.
• Learn appropriate software and hardware used and supported by the organization.
• Perform Tier 1 hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals or other fixes.
• Perform preventative maintenance, including checking and cleaning of workstations, printers and peripherals.
• Develop help sheets and FAQ lists for end-users.
• Contribute to technician knowledge base as needed.
• Reinforce service level agreements to handle end-user expectations.
• Escalate incidents with accurate documentation to suitable technician or vendor when required.
• Perform post-resolution follow-ups as directed.
• Perform reporting functions and maintenance in IT Service Management system (ServiceNow).
• Perform other duties and work on special projects.

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree