Hansen Talent Group is hiring a Technology Support Specialist to support enterprise-wide incident management and service operations within a fast-paced IT environment. This role serves as a central point of coordination for high-severity incidents, ensuring issues are routed appropriately, communications are managed effectively, and critical business impacts are addressed in a timely manner.
What You'll Do
• Monitor, manage, and coordinate high-severity incidents and service requests across the organization
• Receive, document, and track support requests using established tools and processes
• Facilitate incident communications, bridge calls, escalations, and stakeholder updates
• Ensure tickets are routed to the appropriate support teams and resolved efficiently
• Maintain accurate documentation and status updates throughout the incident lifecycle
• Escalate issues as needed to ensure timely resolution and minimize business impact
• Support administrative tasks, reporting, and process improvement activities
• Collaborate with technical teams and business stakeholders during critical incidents
• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Strong customer service and communication skills
• Excellent organizational and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and documentation skills
• Proficiency with Microsoft Word, Excel, Outlook, and SharePoint
• Ability to remain calm and professional during high-pressure situations
• Strong written communication skills and typing accuracy
• Experience in a technical call center, service desk, or incident management environment
• Experience with ServiceNow or similar ticketing platforms
• Familiarity with IT support processes and enterprise service operations