ITSM and Support Specialist

JOB SUMMARY

The IT Service Management (ITSM) and Support Specialist oversees daily IT Help Desk operations, ensuring timely resolution of issues and adherence to service levels.  This role supports end users with hardware, software, and application issues, coordinating with IT staff as needed.

The ITSM and Support Specialist manages Help Desk software to ensure tickets are properly logged, tracked, and routed.  They also help develop and maintain internal IT processes, including change and incident Management, and contribute to projects aimed at improving IT operations, policies, and procedures.

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.
2. Responds to day-to-day service request management; including end-user IT requests, escalates complex issues, and ensures timely resolutions aligned with service level agreements (SLAs) and operational priorities.
3. Supports IT asset lifecycle management; maintains accurate records of configurations, device images, internal documentation, and knowledgebase to enable efficient service delivery.
4. Develops and maintains a centralized catalog of IT services, software, licensing, and resources in collaboration with IT staff.
5. Reviews ticketing trends and service metrics to identify issues, measure performance, and drive process improvements.
6. Works with IT leadership to communicate outages, maintenance, and procedural updates to keep staff informed.
7. Serves as the primary Help Desk contact, delivering courteous, effective support for hardware and software issues through resolution.
8. Partners with senior IT staff and vendors to resolve escalated issues, handle return merchandise authorizations (RMAs), and support IT procurement.
9. Manages Help Desk software configuration and reporting, using data to monitor performance, and guide decisions.
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. Minimum of 10 years’ experience with IT Service Management, IT Support, Helpdesk, Application Support, IT Project Management or a combination of these areas.

CERTIFICATIONS / LICENSES