IT Support Specialist (Service Desk)

Ohio Department of Administrative Services•Cleveland, OH

About The Position

Responsibilities of the IT Support Specialist include but are not limited to: 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. Job duty, knowledge, skill & ability statements at a lower-level are understood to be able to be performed at any higher level. Official State of Ohio Classification: Information Technologist 2 (69922)

Requirements

You are required to submit your resume as an attachment with your online employment application.
Primary Technology: Endpoint Customer Support
Secondary Technology: IT Service Management Tools
Area of Required Technical Experience is Endpoint Customer Support
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.
Note: The official position description on file with the designated agency is to reflect the required technical experience. Only those applicants possessing the required technical experience listed in the position description are to be considered for any vacancies posted. The job posting should also only list the required technical experience commensurate with the position in question.
Job Skills: Information Technology, Computer Literacy, Customer Service, Technical Documentation, Customer Focus, Responsiveness, Teamwork

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.