ITSM and Support Specialist

Job Description

JOB SUMMARY

The IT Service Management (ITSM) and Support Specialist is focused on the practices of IT Service Management and delivery of End User Support. This individual is responsible for the day-to-day operations of the IT Help Desk ensuring service levels are being met and that various phases of support are appropriately identified, prioritized, documented, coordinated, monitored, and resolved in a timely manner. IT Service Management and Support Specialist provides support for end users on a wide variety of hardware, software, and application issues. This individual evaluates user needs and resolves the issue directly or may escalate complex issues to appropriate IT personnel or vendor to resolve issues in a timely manner. In addition, the IT Service Management and Support Specialist maintains Help Desk software to ensure tickets are tracked accordingly and directed to the appropriate staff. This individual works with IT Staff and IT Leadership to manage and improve service delivery, develop internal IT Processes, and monitor and maintain ITSM framework principles like Problem Management, Asset Management, Change Management, Incident Management, and Service Delivery, and participates in or leads projects to improve IT operations.

ESSENTIAL JOB FUNCTIONS

1.Oversees core IT Service Management processes - incident, problem, and change management - by facilitating meetings, documenting unplanned service disruptions, identifying root causes, and coordinating infrastructure changes to reduce future issues. Creates and maintains IT Service Request processes, and responds to IT Service Requests entered by staff. Maintains Service Catalog including IT Services, software assets and licensing. Assists in definition and alignment of Service Level Agreements (SLA) with FHC operations.

2.Maintains Helpdesk and service delivery by responding to day-to-day end user issues and IT requests, escalates complex issues to appropriate IT Staff or Vendor, and ensures timely resolutions aligned with service level agreements (SLAs) and operational priorities.

3.Supports IT asset management; maintains accurate records of configurations, device locations, operating system and application images, internal documentation, and knowledgebase to enable efficient service delivery.

4.Serves as the primary Help Desk contact for end users delivering courteous, effective support for hardware, software and application issues through resolution. Resolves level 1 and 2 support calls directly and escalates level 3 issues to appropriate IT Staff and continues coordination of troubleshooting requests and communication to ensure service levels are maintained and issue is resolved as quickly as possible.

5.Provides basic training of applications and computer usage for users, works with IT Staff and vendors to create and maintain how-to documents and educational handouts. Works with IT Staff to develop new user computer onboarding guides and provides initial training to new users on FHC general computer use, instruction on how to seek support and future IT Service Requests.

6.Acts as technical lead for helpdesk software configuration and maintains Help Desk software to ensure tickets are tracked accordingly and directed to the appropriate staff. Maintains knowledge of Help Desk software updates, changes and improvements and provides relevant information to IT Staff to ensure operational efficiencies.

7.Reviews ticketing trends and service metrics to identify issues, measure performance, and drive process improvements.

8.Works with IT leadership to communicate outages, maintenance, project status and procedural updates to keep staff informed.

9.Partners with senior IT staff and vendors to resolve escalated issues, handle return merchandise authorizations (RMAs), and support IT procurement.

10.Maintains up-to-date knowledge of IT support best practices and technologies, aligning services with strategic goals, and improving user experience.

11.Performs other duties as assigned.

EDUCATION AND EXPERIENCE

1. Bachelor’s degree in a technology-related or project management-related field with a minimum of 3 years’ experience with IT Service Management, IT Support, Helpdesk, Application Support, IT Project Management or combination of these areas

2. 7 years of experience in IT Service Management, IT Support, Helpdesk, Application Support, IT Project Management or combination of these areas is accepted in lieu of a degree and 3 years’ experience.

CERTIFICATIONS / LICENSES

1. Valid Wisconsin Driver’s License required with an acceptable record, per FHC guidelines.

Equal Employment Opportunity

Monday thru Friday; 8am-5pm

40

Full-time