ITSM

ITSM Support Jobs

649 jobs found

Today

Help Desk Technician

Zigabyte Corporation Montgomery, AL

Montgomery, AL

Today

Full time Application Support Customer Service Customer Support

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Job Description

Zigabyte Corporation is hiring a Help Desk Technician for the Field Assistance Services (FAS) team at Gunter AFB in Montgomery, Alabama. This role supports 24-hour operations with 24/7/365 help desk coverage and serves as the first point of contact for field users worldwide reporting technical issues.

In this position, you will help users through phone and email, diagnose problems using available resources, and ensure issues are documented and tracked end-to-end in the Remedy Ticket Management System.

Responsibilities

Provide help desk support for all supported applications via phone and email.
Troubleshoot and diagnose customer technical issues using all available resources.
Collect necessary information from customers to effectively escalate unresolved issues when needed.
Complete thorough documentation in the Remedy Ticket Management System.
Maintain cradle-to-grave follow-through on tickets with attention to detail.
Keep current on relevant technologies.
Perform additional responsibilities as assigned by management.

Requirements

Two or more years providing effective customer service or help desk support to external customers.
Current CompTIA Security+ (Level II IAT Training) Certification.
Experience providing technical support and troubleshooting network, desktop, and/or systems hardware and software.
Strong communication skills and solid problem-solving and troubleshooting ability.
Willingness to work overtime, holidays, and weekends when necessary.
Must be a U.S. Citizen and be able to obtain and maintain a Secret-Level clearance.
Excellent verbal and written communication skills, plus strong interpersonal and customer service skills.
Strong time management skills and attention to detail.
Ability to prioritize tasks and delegate when appropriate.
Ability to perform in a high-paced environment that can become stressful at times.
Strong analytical and problem-solving skills.

Technologies

Remedy Ticket Management System

Desired Skills / Experience

Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
Experience supporting one or more of: Business and Enterprise System Product Innovation (BESPIN) applications, Cargo Movement Operations System (CMOS), Logistics Module (LOGMOD), Integrated Maintenance Data System (IMDS), Air Force Portal.

Minimum Education

At least two years of related experience in customer service.
Current CompTIA Security+ (Level II IAT Training) Certification.

Job Stipulations

Must be able to work any shift for a 24/7/365 help desk.
Must be able to obtain and keep a Secret-Level clearance.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Location: Montgomery, AL (onsite). Minimum experience: 2+ years.

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Today

IT Support Technician II

Jabil Circuit Memphis, TN

Memphis, TN

Today

Full time Active Directory Av Support End User Support

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Job Description

Jabil Circuit is hiring an IT Support Technician II to support both a new factory startup and an existing manufacturing facility. This onsite role blends hands-on IT bring-up with early production ramp support and ongoing steady-state operations across locations in Byhalia, MS and Memphis, TN.

In a fast-changing environment with evolving processes and shifting priorities, you will help keep service delivery moving by working tickets, resolving end-user issues, and supporting the technology that connects office and manufacturing workflows.

Role focus

Support site IT operations during factory build, commissioning, and early production ramp
Help deploy and maintain IT equipment for office and manufacturing floor environments
Operate effectively in a startup environment where documentation may be incomplete
Work onsite across factory, warehouse, and construction-adjacent areas as systems come online

Key responsibilities

Load and verify software packages
Troubleshoot and resolve end-user issues, including through simulation or recreation of user problems
Install and configure PCs and peripherals, including imaging
Resolve site-level incident management requests and monitor Service Desk queues
Emphasize management of queues while adhering to SLAs and KPIs
Populate the Knowledge Database and Configuration Management Database where appropriate
Purchase software and hardware using the PO process
Administer user accounts using Active Directory
Support mobile device enrollment, configuration, and basic troubleshooting for corporate smartphones and tablets
Troubleshoot basic scanner issues (MES / SAP RF)
Provide phone-based or remote support for offsite users
Provide maintenance and support of Audio/Visual equipment
Perform baseline support for standard IT applications
Install, identify, and repair hardware and peripheral components
Maintain inventory of computer parts and logs of repairs
Provide training and technical assistance to users
Assist with initial deployment of IT equipment, including workstations, printers, scanners, and shared devices
Partner with IT leadership, facilities, manufacturing engineering, and external vendors to address issues impacting startup timelines
Identify gaps, risks, or recurring issues during ramp and proactively escalate or propose improvements
Provide regular updates to appropriate managers and participate in idea sharing within the department
Drive continuous improvement through trend analysis and metrics
Ensure procedures and work instructions are efficient and not redundant
Demonstrate strong customer service with a sense of urgency, while maintaining discretion and confidentiality of IT systems and data
Follow all corporate, regional, and site security, safety, and health policies

Schedule and work locations

Location: On-site - Byhalia, MS and Memphis, TN facilities
Shifts: 2nd, 3rd, and Weekend

Required qualifications

High School diploma and 5-8 years of experience, or an equivalent combination of education and experience
Active Directory experience
Experience troubleshooting network issues including VLANs and VPNs
Experience imaging new computer systems
Experience supporting factory-floor shared devices such as label printers and RF scanners
Knowledge of Microsoft applications and utilities
Experience supporting manufacturing, factory floor, or warehouse IT
Hands-on experience with new site deployments, refreshes, or large-scale rollouts
Strong customer service and communication skills (verbal and written)
Service-oriented attitude with sense of urgency
Ability to work independently and prioritize based on business impact
Time management and analytical troubleshooting skills
Ability to understand basic network and system architecture
Willingness to provide on-call support and adapt to startup demands
Ability for prolonged use of computer equipment, and to sit or stand for extended periods
Physical ability to lift up to 25 lbs regularly and up to 50 lbs occasionally
Frequent walking between office and manufacturing floor areas
Office and manufacturing floor environment exposure with moderate noise levels
Startup phase may include time spent in partially constructed or transitioning work areas

Preferred qualification

A+ certification desired

Technologies you will use

Active Directory
VLANs, VPNs
MES / SAP RF
Microsoft applications and utilities
Audio/Visual equipment
Service Desk
Knowledge Database
Configuration Management Database

Immigration/Visa: This position is not eligible for immigration and/or visa sponsorship. Applicants must be legally authorized to work in the United States without current or future sponsorship by Jabil. Applicants requiring sponsorship will not be considered.

Accessibility accommodation

If you are a qualified individual with a disability, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access Jabil.com/Careers site as a result of your disability. You can request a reasonable accommodation by emailing Always_Accessible@Jabil.com or calling 727-803-7988. Please do not direct other employment questions to this email or phone number; only requests for reasonable accommodation will be responded to.

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2d ago

Help Desk Coordinator

VetsEZ Huntsville, AL 🇺🇸 Remote

Huntsville, AL

2d ago

Full time Application Support Computer Skills Customer Support

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Job Description

VetsEZ is seeking a 100% remote Help Desk Coordinator to deliver first-level technical support for a federal government healthcare modernization project. In this role, you will troubleshoot software issues across Windows and macOS, maintain clear incident documentation, and coordinate timely escalations and user status updates.

Role Focus

Provide responsive help desk support to end users via phone, email, and chat. Diagnose and address first-level software application concerns on Windows and macOS, while accurately recording activity in the help desk system. For issues that cannot be resolved at the first level, you will escalate with complete supporting details.

Responsibilities

Respond to user inquiries and support requests received through phone, email, or chat, delivering timely and accurate assistance.
Diagnose and resolve first-level software application issues across Windows and macOS environments.
Document user interactions, reported problems, troubleshooting steps, and resolutions accurately within the help desk system.
Escalate unresolved or complex application issues to the appropriate development or technical team, including complete supporting information.
Provide basic guidance and training to users on software applications, system functionality, and standard operating procedures.
Monitor open incidents, follow up with users, and communicate clear status updates through resolution.
Assist with additional tasks and responsibilities as needed to support project objectives.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, plus professional experience in a help desk or technical support role.
2+ years of experience supporting Windows and macOS operating systems and Microsoft Office applications.
Experience using Jira and ServiceNow to document, track, escalate, and resolve incidents or service requests.
Strong analytical and troubleshooting skills focused on diagnosing and resolving software application issues.
Excellent customer service skills with a patient, friendly, and professional demeanor.
Strong written and verbal communication skills, with the ability to coordinate effectively with users and technical teams.

Technologies

Windows
macOS
Microsoft Office
Jira
ServiceNow

Preferred / Additional Qualifications

Experience supporting the Department of Veterans Affairs or another federal government agency.
Familiarity with federal healthcare applications, technical support procedures, or regulated IT environments.
Relevant certifications preferred, such as CompTIA A+, ITIL Foundation, Microsoft, ServiceNow, or HDI certification.

Benefits

Medical/Dental/Vision
401k with Employer Match
PTO + Federal Holidays
Corporate Laptop
Training Opportunities
Remote Opportunity

Security Clearance Requirements

U.S. Citizenship is required.
Selected candidates must successfully complete a background check.
Ability to obtain and maintain a Government/Public Trust clearance, including required fingerprinting when required for the position.

Location

Huntsville, AL (remote)

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2d ago

Sr. Manager, Service Desk

Harris County Houston, TX

Houston, TX

2d ago

Full time Manager Senior Change Management

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Job Description

Harris County Universal Services is seeking a Sr. Manager, Service Desk to lead a 24/7 enterprise Service Desk and technical support operation based in Houston, Texas. In this onsite role, you will set service standards, oversee ITIL-aligned incident and change management, and ensure the county’s ITSM platform operations support reliable day-to-day service and major-incident response.

Role Overview

You will manage enterprise service desk operations end to end, including staffing, workload and escalation management, troubleshooting oversight, and operational strategy. The position also provides senior leadership and functional oversight for ServiceNow or the county’s designated ITSM platform, with a focus on continuous improvement using operational data, dashboards, and customer feedback.

Key Responsibilities

Lead and manage the county’s 24/7 enterprise Service Desk and technical support operation, including staffing, workload management, service delivery, escalations, performance management, and operational strategy.
Establish and maintain Service Desk standards, procedures, SLAs, KPIs, and customer-service expectations.
Lead Incident Management and Major Incident Management, ensuring correct prioritization, escalation, communication, coordination, resolution, and post-incident reviews.
Ensure incidents and service requests are categorized, assigned, monitored, escalated, and resolved within established service levels.
Lead enterprise Change Management in line with ITIL practices, including change review, risk assessment, approvals, scheduling, communication, compliance, and Change Advisory Board activities.
Act as a senior escalation point for complex or high-impact technical and customer-service issues, coordinating resolution across infrastructure, applications, cybersecurity, networking, desktop, and other technology teams.
Provide leadership and functional oversight for ServiceNow (or the county’s designated ITSM platform), including implementation, workflow development, configuration, enhancements, integrations, reporting, dashboards, and continuous improvement.
Partner with technical and business teams to improve Incident, Request, Problem, Change, Knowledge, and Asset Management processes within the ITSM platform.
Use operational data, dashboards, trends, and customer feedback to identify recurring issues, service gaps, and automation or process-improvement opportunities.
Develop and maintain Service Desk procedures, knowledge articles, escalation matrices, support models, and operational documentation.
Lead and develop Service Desk managers, supervisors, analysts, and technical support personnel, including performance management, coaching, training, workforce planning, and succession planning.
Coordinate Service Desk support during emergency activations and significant county events to ensure technology support for critical operations.
Collaborate with county departments, leadership, technology teams, vendors, and external partners to deliver enterprise IT services effectively.
Participate in technology planning, budgeting, vendor management, contract management, and IT service-management initiatives as required.
Perform other duties as assigned in support of enterprise IT operations and service continuity.
Provide senior management oversight of Service Desk and technical support operations, including direct and indirect staff.
Manage staffing and workforce planning, performance evaluations, goal setting, coaching and development, work assignment, scheduling, hiring and promotion recommendations, disciplinary actions, and ensuring appropriate coverage for 24/7 operations.

Required Qualifications

Bachelor’s degree from an accredited college or university in Information Technology, Computer Science, Information Systems, Business Information Systems, Engineering, or a closely related field.
Minimum five (5) years of progressively responsible experience managing or leading a large-scale enterprise Service Desk, Help Desk, or IT support organization.
Demonstrated experience with Incident Management and Major Incident Management in a complex enterprise environment.
Demonstrated experience managing ITIL Change Management processes.
Demonstrated experience with ServiceNow or a comparable enterprise ITSM platform, including implementation, administration, configuration, enhancement, or platform/process ownership.
Experience establishing and managing Service Desk SLAs, KPIs, operational metrics, dashboards, escalation processes, and continuous improvement initiatives.
Demonstrated management experience leading technical personnel in an enterprise environment.
Extensive knowledge of enterprise Service Desk/Help Desk operations and end-user support.
Strong knowledge of ITIL principles and IT Service Management practices, including knowledge of Incident, Major Incident, Problem, Change, Service Request, and Knowledge Management.
Strong working knowledge of ServiceNow or a comparable enterprise ITSM platform.
Understanding of ITSM platform architecture, workflows, queues, assignment groups, SLAs, automation, dashboards, reporting, integrations, and service catalogs.
Ability to lead or participate in ITSM platform implementations, upgrades, enhancements, and process transformations.
Strong understanding of enterprise infrastructure, endpoint technologies, applications, networking, identity/access management, and cybersecurity support dependencies.
Strong analytical skills using operational data and performance metrics to improve service delivery.
Strong leadership, organizational, problem-solving, and decision-making capabilities.
Excellent written and verbal communication skills, including communicating during major incidents and executive-level escalations.
Ability to establish productive working relationships with technical teams, executive leadership, county departments, vendors, external agencies, law enforcement, and first responders.
Experience with enterprise IT Service Management platforms, preferably ServiceNow, including Incident, Change, Problem, Request, Knowledge, Service Catalog, reporting, dashboards, workflow, and related ITSM capabilities.
Experience with Microsoft enterprise technologies and other tools supporting Service Desk, endpoint management, identity management, monitoring, remote support, collaboration, and reporting.

Technologies

ServiceNow
ITIL
ITSM platform
Service Desk
Incident Management
Major Incident Management
Problem Management
Change Management
Service Request Management
Knowledge Management
Service Catalog
IT service-management initiatives
Microsoft enterprise technologies

Benefits

Medical Coverage
Dental Coverage
Vision Coverage
Wellness Plan
Life Insurance
Long-Term Disability (LTD) Insurance
Employee Assistance Program (EAP)
Healthcare Flexible Spending Account
Dependent Care Flexible Spending Account
Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
Eleven (11) County-observed holidays
One (1) floating holiday per year
Paid Parental Leave*
Sick Leave
457 Deferred Compensation Plan
Professional learning & development opportunities
Retirement pension (TCDRS defined benefit plan)
Flexible work schedule*
METRO RideSponsor Program*

Preferred Qualifications

Experience supporting 24/7 or other mission-critical technology operations is preferred.
Experience supporting government, public safety, emergency management, law enforcement, or other complex public-sector environments is preferred.
ITIL Foundation or higher certification.
ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or comparable ITSM/platform certification is preferred.
Relevant technical, project-management, cybersecurity, or service-management certifications are also desirable.

Location and General Information

Location: 1310 Prairie St., Houston, TX 77002
Work Arrangement: Onsite 5 days/week
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications, positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

Additional Screening and Application Requirements

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Applicants will be subject to a criminal background check that includes being fingerprinted.
Automatic Disqualification: Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor.
Automatic Disqualification: Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years.
Automatic Disqualification: Open arrest for any criminal offense (Felony or Misdemeanor).
Automatic Disqualification: Family Violence conviction.
Qualifying education, experience, knowledge, and skills must be documented on the job application. A resume may be attached as supporting documentation, but only information stated on the application will be used for consideration. “See Resume” will not be accepted for qualifications.

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2d ago

IT Support Technician II (Shift Rotations)

Jabil Circuit Byhalia, MS

Byhalia, MS

2d ago

Full time Application Support Asset Management Av Support

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Job Description

The IT Support Technician II role provides hands-on information technology support for a new factory startup and an existing facility, supporting end-user readiness, early production ramp, and steady-state operations.

On-site Location and Shift Coverage

Location: Byhalia, MS and Memphis, TN (onsite)
Shifts: Rotational coverage of 1st, 2nd, 3rd, and Weekend shifts
Schedule flexibility: May require extended hours or weekends during critical startup and production milestones

Responsibilities

Load and verify software packages
Troubleshoot and resolve end-user issues
Install and configure PCs and peripherals, including PC imaging
Resolve site-level incident management requests and monitor Service Desk queues
Populate the Knowledge Database and Configuration Management Database where appropriate
Manage queues while adhering to SLAs and KPIs
Troubleshoot basic issues with scanners used with MES / SAP RF
Provide phone-based or remote support for offsite users
Purchase software and hardware through the PO process
Administer user accounts using Active Directory
Support mobile device enrollment, configuration, and basic troubleshooting for corporate smartphones and tablets
Provide maintenance and support of Audio/Visual equipment
Perform baseline support for standard IT applications
Install, identify, and repair hardware and peripheral components
Simulate or recreate user issues to resolve operating difficulties
Maintain inventory of computer parts and logs of repairs
Provide training and technical assistance to users
Support IT infrastructure and end-user readiness activities during factory build, commissioning, and early production ramp
Assist with initial deployment of IT equipment, including workstations, printers, scanners, and shared devices across office and manufacturing floor environments
Operate effectively in a startup environment where processes may evolve, documentation may be incomplete, and priorities may change
Work hands-on in factory, warehouse, and construction-adjacent environments as systems and work areas come online
Partner with IT leadership, facilities, manufacturing engineering, and external vendors to address issues that impact startup timelines
Identify gaps, risks, or recurring issues during ramp and proactively escalate or propose improvements
Exchange ideas within the department and provide regular updates to appropriate managers
Use trend analysis and metrics to support continuous improvement, including cost reduction and efficiency improvements
Ensure procedures and work instructions are efficient and not redundant
Maintain strong customer service, discretion, and confidentiality for IT systems and data
Follow all corporate, regional, and site security, safety, and health policies

Required Qualifications

Education and experience: High School diploma plus 5-8 years of experience, or an equivalent combination of education and experience
Active Directory experience
Troubleshooting experience with network issues, including VLANs and VPNs
Experience imaging new computer systems
Experience supporting factory-floor shared devices, including label printers and RF scanners
Knowledge of Microsoft applications and utilities
Experience supporting manufacturing, factory floor, or warehouse IT
Hands-on experience with new site deployments, refreshes, or large-scale rollouts
Strong customer service and communication skills (verbal and written)
Service-oriented approach with a sense of urgency
Ability to work independently and prioritize based on business impact
Time management and analytical troubleshooting skills
Ability to understand basic network and system architecture
Willingness to provide on-call support and adapt to startup demands

Physical and Work Environment Considerations

Prolonged use of computer equipment
Ability to sit or stand for extended periods
Ability to lift up to 25 lbs regularly and up to 50 lbs occasionally
Frequent walking between office and manufacturing floor areas
Office and manufacturing floor environment
Exposure to moderate noise levels
Startup phase may include time spent in partially constructed or transitioning work areas

Technology Exposure

Active Directory
VLANs
VPNs
Microsoft applications and utilities
MES
SAP RF
Knowledge Database
Configuration Management Database
Service Desk
Audio/Visual equipment (Audio/Visual, Audio/Video)
RF scanners

Immigration and Work Authorization

This position is not eligible for immigration and/or visa sponsorship. Applicants must be legally authorized to work in the United States without current or future sponsorship by Jabil.

Accessibility Accommodation

If you are a qualified individual with a disability, you may request a reasonable accommodation if you are unable or limited in your ability to access Jabil.com/Careers site due to your disability. To request an accommodation, email Always_Accessible@Jabil.com or call 727-803-7988 with the nature of your request and contact information.

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3d ago

Technical Support Specialist

Brooks Rehabilitation Phoenix, AZ

Phoenix, AZ

3d ago

Full time Customer Support End User Support Help Desk Support

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Job Description

Brooks Rehabilitation is hiring a Technical Support Specialist to deliver advanced, onsite service desk support in a high-volume IT environment.

Responsibilities

Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and other general technology issues.
Independently assess, prioritize, troubleshoot, and resolve assigned incidents and service requests in a timely manner.
Communicate clearly with customers, team members, leadership, vendors, and other support partners during the full lifecycle of each issue.
Meet established service-level targets for response, resolution, customer communication, documentation quality, and ticket ownership.
Monitor assigned work queues, provide timely status updates, and ensure tickets are properly resolved or escalated.
Document troubleshooting steps, customer updates, escalation details, and resolution notes accurately in the ITSM system.
Identify and escalate complex, urgent, or unresolved issues with appropriate details to support next-level resolution.
Support IT projects, technology deployments, procurement-related activities, and other service desk initiatives as assigned.
Participate in an on-call rotation to support after-hours incidents, escalations, and business-critical needs.
Maintain productive relationships with internal departments, business lines, vendors, and other IT teams.
Improve team effectiveness by sharing knowledge, assisting peers, and helping maintain clear support documentation.
Follow department policies, procedures, and service standards while completing other duties as assigned.
Install, configure, deploy, recover, and maintain end-user technology while ensuring asset records, inventory details, and assigned equipment are documented throughout the equipment lifecycle.
Perform other duties as assigned.

Requirements

Strong time management and prioritization skills
Ability to meet deadlines
Ability to manage multiple, sometimes competing priorities in a fast-paced environment
Ability to work independently and in a team environment, including problem-solving as issues arise
Strong communication and interpersonal skills
Capability to productively support Brooks IT staff
Excellent verbal and written communication skills
A+ or Network+ Certification
Advanced knowledge of a Windows environment
High proficiency with office technologies and computer applications, including MS Office products and the internet
Health Care experience preferred
ServiceNow experience preferred

Technologies

Windows
MS office products
ServiceNow
ITSM

Onsite Location

18500 64th Street, Phoenix, AZ

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4d ago

Desktop Support Specialist

System One Boston, MA

Boston, MA

4d ago

$100k - $150k/yr Full time Application Support Cybersecurity Tools Desktop Support

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Job Description

System One is seeking a Desktop Support Specialist to provide onsite technical support for a trading floor environment in Washington, DC. This role serves as the first point of contact for traders and VIP users, with a focus on resolving desktop and related issues quickly, clearly, and with accuracy.

The work includes hands-on troubleshooting across Windows devices and key trading applications, along with support for peripherals, printing, and connectivity. You will also coordinate with internal teams when escalations are required and participate in shift and planned or urgent weekend coverage.

What you will do

Provide trading floor operations support as part of day-to-day onsite coverage.
Support Windows desktops and laptops used by traders and VIP users.
Troubleshoot issues involving Bloomberg, Intex, or similar market applications.
Support Microsoft 365 and Office apps in a desktop support context.
Diagnose and resolve PC hardware, printers, peripherals, and browsers.
Troubleshoot end user network issues, including Zscaler client problems.
Manage and maintain endpoints using SCCM, Intune, or similar device management tools.
Escalate incidents to network, infrastructure, and app teams when additional support is needed.
Provide alternate shift coverage and support planned or urgent weekend work as required.

What you bring

Actual experience supporting trading floor operations (such as IT Helpdesk, Desktop Support Technician, or IT Technician roles), including Bloomberg, Intex, or similar market apps.
Hands-on familiarity with SCCM and Intune (or similar endpoint management), plus Zscaler.
Experience with ticketing and workflow tools including ServiceNow and Jira.
Ability to work onsite with shift and weekend coverage as needed.