IT Support Technician

Monitor and review tickets within the ServiceNow ticketing system.

Troubleshoot ticketing issues and help identify process gaps or system inefficiencies.

Validate ticket entries to ensure they are being created, categorized, and resolved properly.

Assist in identifying issues with the ticketing workflow and escalation processes.

Document recurring problems and recommend improvements to ticket management practices.

Serve as a liaison between site personnel and the IT support team.

Communicate ticket status, issues, and resolutions to stakeholders.

Assist end users in properly submitting and tracking support requests.

Coordinate follow-ups to ensure tickets are resolved in a timely manner.

Create and maintain reports related to:

Provide insights into ticketing performance and system usage.

Identify patterns or bottlenecks in support processes and recommend improvements.

Validate that the ticketing system is being used according to company procedures.

Identify discrepancies between support processes and system workflows.

Work with internal teams to improve ticketing processes and documentation.

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.

Experience working with IT ticketing systems (ServiceNow preferred).

Experience supporting IT help desk or technical support operations.

Experience working with cross-functional teams or third-party support providers.

Familiarity with ServiceNow or similar ticketing platforms.

Strong computer skills and ability to quickly learn internal systems.

Ability to generate reports using Excel or reporting tools.

Strong attention to detail.

Excellent problem-solving and analytical skills.

Strong communication and coordination abilities.

Ability to work between multiple teams and stakeholders.

Highly organized and capable of managing multiple tasks.