IT Specialist

Job Summary

Are you a tech-savvy problem solver with a passion for troubleshooting and delivering top-tier IT support? We're looking for an IT Specialist to join our growing team in Dayton, Ohio, where you'll play a critical role in ensuring seamless IT operations.

In this role, you'll diagnose, resolve, and manage IT issues, ensuring smooth system performance while leveraging ServiceNow for efficient ticket tracking and resolution. Whether you're assisting end users, optimizing network connectivity, or maintaining enterprise applications, your expertise will keep our technology ecosystem running flawlessly.

If you thrive in a fast-paced IT environment, enjoy collaborating across teams, and have a knack for breaking down technical concepts for non-technical users, we want to hear from you!

Job Duties And Responsibilities

• Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide direct end-user assistance where required.
• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network.
• Utilize ServiceNow for logging, categorizing, tracking, and resolving IT incidents and service requests efficiently.
• Monitor ServiceNow dashboards and reports to track ticket progress, ensure SLA compliance, and identify recurring issues.
• Escalate unresolved tickets within ServiceNow to the appropriate IT support teams and follow up to ensure resolution.
• Use diagnostic tools and ServiceNow knowledge base to troubleshoot issues related to network connectivity, workstation hardware/software, and enterprise applications.
• Assist users with password resets, account management, and access requests using ServiceNow workflows.
• Use approved tools and methodologies to image, copy, and configure systems for deployment.
• Familiarize and train end users on basic software, hardware, peripheral device operation, and ServiceNow self-service portal usage.
• Take ownership and responsibility of queries, issues, and problems (tickets) assigned through ServiceNow.
• Maintain knowledge of approved operating systems and application software used to provide a high level of support.
• Document troubleshooting steps, resolutions, and best practices within the ServiceNow Knowledge Base to improve self-service and IT efficiency.
• Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures.
• Additional duties as assigned by Management.
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Requirements (Education/Skills/Experience)

• Experience with ServiceNow IT Service Management (ITSM) modules, including Incident, Request, Problem, and Change Management.
• Ability to leverage ServiceNow automation and workflows to enhance IT service delivery.
• Experience working with Azure Active Directory for account and access management.
  
  

Education

• Minimum: High School Diploma
  
  

Experience

• Minimum: 3 to 5 years of IT Support or Service Desk Experience
• 1 year of hands-on experience using ServiceNow in an IT support environment
  
  

Proficient In

• Microsoft Office Suite
• Office 365 including SharePoint 365
• ServiceNow Ticketing, Workflows, and Self-Service Portals
  
  

Preferred Experience (includes Minimum)

• Experience with install, upgrade, support, and troubleshooting printers, computer hardware, mobile devices, Windows OS, Microsoft Office, and other authorized desktop applications and peripheral equipment.
• Experience supporting Apple products is a plus.
  
  

Certifications

Minimum:

• None required
  
  

Preferred

• ITIL v3/v4 Foundation Certification
• A Certified
• CompTIA Certifications
  
  

Competencies & Work Styles

• Excellent communication skills and the ability to explain technical issues to non-technical users.
• Strong problem-solving and critical-thinking skills to diagnose and resolve IT issues effectively.
  
  

Travel Requirements

• Up to 25% travel
  
  

Physical Demands

• Normal office environment
  
  

Work Authorization/Security Clearance Requirements

• Ability to obtain or already possess a DoD Secret clearance for this position requires U.S. Citizenship.