Position: ServiceNow Support Specialist
Location: Atlanta, GA 30334
Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment.
Key Responsibilities:
- Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.
- User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.
- Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.
- Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.
- Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.
- Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.
- Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.
- Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.
Work Schedule: Monday - Friday Onsite
Qualifications:
- Proven experience in a Service Desk or IT support role.
- Required 2 years of technical support experience.
- Proficiency in using ServiceNow for incident and request management.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and technical troubleshooting skills.
- Ability to work effectively in a high-demand environment with challenging users.
- Commitment to maintaining a high level of customer satisfaction.
Preferred Qualifications:
- Previous experience in a similar Service Desk or support and problem resolution role.
- Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role.
Familiarity with remote support tools and techniques