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
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