Knowledge Management

Knowledge Management Support Jobs

11 jobs found

4d ago

Manager, IT Help Desk

USA Health Mobile, AL

Mobile, AL

4d ago

Full time Manager Application Support Customer Service

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Job Description

USA Health is seeking an IT Help Desk Manager to lead on-site support operations in Mobile, AL. This role oversees the IT Help Desk team and help desk processes, with a focus on timely, accurate end user support and first call resolution, while aligning service delivery to ITIL standards and required safety practices.

Key Responsibilities

Integrate directly with the IT Help Desk team by taking calls, supervising call handling, and supporting team members.
Maintain timely and accurate customer service across all interactions, with an emphasis on first call resolution.
Recruit and train new IT Help Desk team members.
Set, communicate, and uphold customer service standards.
Improve end user support by responding to queries and handling complaints.
Establish and document best practices across the technical support process and ensure training for relevant personnel.
Ensure Help Desk documentation is clear, concise, current, and published to the Help Desk Knowledge Base on Sharepoint or another designated application.
Follow up with end users to confirm issue resolution and identify opportunities for improvement.
Develop daily, weekly, and monthly help desk productivity reports and provide customer feedback to the appropriate IT teams.
Conduct quality assurance reviews using Help Desk team member call recordings.
Manage the ITSM platform for the IT department and ensure alignment with ITIL standards.
Manage applications related to communicating system issues and status.
Manage applications related to identity management.
Complete all mandatory department, educational, and hospital requirements.
Adhere to current Infection Control and Safety Standards.
Maintain regular and prompt attendance, and be able to work the defined schedule with overtime as required.
Perform related duties as assigned.

Required Qualifications

Bachelor's Degree in information technology, healthcare administration, computer science, or a related field from an accredited institution, plus 3 years of IT experience, including 1 year in a supervisory capacity.
Related IT experience may substitute for the required education on a year-for-year basis.
Comparable combinations of education and experience may also substitute for the listed requirements.

Preferred Qualifications

Information Technology Infrastructure Library (ITIL) certification.

Technologies

Sharepoint
ITSM platform
ITIL
Help Desk Knowledge Base

Location and Schedule

Mobile, AL (onsite). The role requires regular and prompt attendance, with the ability to work the schedule as defined and overtime as required.

Benefits Eligibility

Employees must be in a regular position working 20 hours or more per week (0.50 FTE or greater) to qualify for benefits.

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20d ago

Manager of Help Desk and User Experience

Pierce Atwood Portland, ME

Portland, ME

20d ago

$95k - $130k/yr Full time Manager Application Support End User Support

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Job Description

Lead front-line technology support at Pierce Atwood by combining Help Desk leadership with user experience, adoption, and service delivery.

Responsibilities

Oversee daily Help Desk operations and service delivery, managing ticket intake through triage, prioritization, escalation, follow-up, and resolution.
Define, monitor, and improve service levels, including response times, resolution times, escalation procedures, and communication standards.
Ensure high-quality support for firm technologies, including Microsoft 365, Windows, laptops, mobile devices, MFDs, remote access, collaboration tools, a document management system, time and billing systems, litigation support tools, and conference room and hybrid meeting technologies, plus other legal-specific applications.
Prioritize attorney and client service needs for time-sensitive work such as court deadlines, closings, trials, hearings, travel, and after-hours support requirements.
Manage the relationship with the firm’s third-party after-hours Help Desk vendor, ensuring responsiveness, professionalism, technical accuracy, documentation, escalation, confidentiality, and user communication align with firm standards.
Monitor vendor performance by reviewing ticket quality and trends, and ensure consistent support for attorneys and professional staff whether issues are handled internally or after-hours.
Act as an escalation point for complex, sensitive, or high-priority technology issues.
Perform other related duties as assigned to support the goals and operations of the Information Technology department and the firm.
Partner with the Legal Applications and Practice Technology Analyst to ensure application issues are identified, documented, escalated, and resolved.
Collaborate with the analyst to detect recurring tickets and support trends that may indicate application problems, training gaps, workflow inefficiencies, or opportunities for technology improvement.
Coordinate support for legal and business applications, including document management, Microsoft 365 integrations, PDF and document production tools, time entry, billing, financial systems, litigation support tools, and other practice-specific technologies.
Maintain knowledge, documentation, and escalation procedures within the Help Desk for commonly reported legal application issues.
Work with the analyst on application rollouts, pilot programs, testing, user communications, adoption planning, and post-implementation support.
Provide front-line feedback to assess whether tools meet user needs and whether legal teams need improved workflows, additional training, configuration changes, or new technology solutions.

Requirements

Bachelor’s degree in information technology, business, communications, or a related field, or an equivalent combination of education, certifications, and experience.
5 to 7 years of progressive IT support, service desk, desktop support, or user technology experience.
3+ years of supervisory, team lead, or service desk management experience.
Experience supporting users in professional services, legal, financial, consulting, or other deadline-driven environments.
Strong working knowledge of Microsoft 365, Windows endpoints, mobile devices, remote access tools, endpoint management, collaboration platforms, MFDs, conferencing tools, and common business applications.
Experience with ticketing systems, service-level expectations, knowledge management, escalation processes, and IT support metrics.
Ability to coordinate effectively with application specialists, security teams, infrastructure teams, vendors, trainers, and business stakeholders.
Excellent communication, judgment, prioritization, documentation, and customer service skills.
Ability to support high-performing professionals with urgency, discretion, patience, and professionalism.
Preferred familiarity with legal technology platforms such as iManage, SurePoint Financial Enterprise, Litera, Adobe Acrobat, e-discovery platforms, docketing tools, document comparison tools, or similar systems.
Preferred familiarity with cybersecurity best practices, including phishing defense, MFA, endpoint compliance, secure document handling, and confidential client information.

Technologies

Microsoft 365, Windows, laptops, mobile devices, MFDs
Remote access tools, collaboration tools
Document management system, PDF and document production tools
Time and billing systems, time entry, billing, financial systems
Litigation support tools
Conference room, hybrid meeting
Microsoft 365 integrations
Ticketing systems, knowledge management
Service-level expectations, escalation processes, IT support metrics
iManage, SurePoint Financial Enterprise, Litera
Adobe Acrobat
E-discovery platforms, docketing tools, document comparison tools
MFA, endpoint compliance

Location: Portland, ME (onsite)

Salary: USD 95,000 - 130,000 per yearly

Minimum Experience: 5 years

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21d ago

Help Desk Specialist II

Nuvodia, LLC Chandler, AZ

Chandler, AZ

21d ago

$19 - $31/hr Full time Application Support Business Systems Computer Skills

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Job Description

Nuvodia, LLC offers a full-time Help Desk Specialist II opportunity in Chandler, AZ (onsite) with an hourly base pay range of $19.53 to $31.37. In this role, you will be the first phone contact for clients, helping drive smooth service experiences while handling multiple high-priority IT needs in a fast-paced, team-focused environment.

What you’ll do

Enter, prioritize, and escalate service tickets through the ticketing system.
Provide service and troubleshooting support directly with customers by phone, onsite, and online to help resolve computing problems.
Respond promptly to customer needs, escalate difficult situations, and solicit customer feedback to improve service.
Install and configure hardware and peripherals at users’ premises, including monitors, keyboards, and printers.
Load and support PC software packages such as operating systems, networking components, and office applications.
Resolve general IT issues independently (PC hardware, PC software, Server) while meeting SLAs.
Use system logs to analyze and identify potential issues with computer systems.
Monitor queue email request folders and provide support or coverage based on department needs and team availability.
Assist junior help desk team members through training and mentoring.
Support additional projects and duties as assigned, including regional travel and weekend work as well as on-call rotation requirements.

How you’ll support compliance and client trust

Maintain strict confidentiality and demonstrate honest, pleasant communication and good personal hygiene.
Work with dignity and respect, provide excellent customer service, and treat all clients with care.
Conform to Joint Commission and HIPAA regulations, and comply with PHI (Protected Health Information) requirements.
Follow Inland Imaging health and safety policies and guidelines of partners, depending on work location.
Demonstrate Nuvodia values by understanding the mission, values, and goals.

Requirements

Associate’s Degree in a related field or equivalent experience.
Two years of related experience, including technical helpdesk experience (preferred).
Experience with PC, Network, and Microsoft Technology.
Healthcare applications experience (preferred).
Knowledge of PC hardware/software engineering.
Knowledge of server administration/monitoring/software.
Knowledge of software and image creation/deployment via third-party tools (Altiris, Ghost) and scripting.
Managed IT Services (MSP) experience (preferred).
Highly desired: ConnectWise Manage (PSA), ConnectWise BrightGauge (BI), IT Glue (knowledge base), n-Able N-Central (RMM).
Microsoft Products experience: Excel, PowerPoint, SharePoint, Word, Visio.
Ability to pass a background check and a post-offer, pre-employment drug test.
Ability to access multiple worksites in a timely manner.

Benefits

Medical and dental insurance
Basic vision and term life insurance
Enroll in the company 401k retirement plan with employer matching opportunities
Paid vacation, sick, and personal leave
Paid holidays
Quarterly profitability bonuses

Tools you may work with

ConnectWise Manage (PSA)
ConnectWise BrightGauge (BI tool)
IT Glue (knowledge base tool)
n-Able N-Central (RMM tool)
Altiris and Ghost (image creation/deployment)
Microsoft Products: Excel, PowerPoint, SharePoint, Word, Visio

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30d ago

Service Desk Analyst

University of Illinois Urbana, IL 🇺🇸 Remote

Urbana, IL

30d ago Closed

$50k - $60k/yr Full time Customer Service Customer Support Data Processing

This position is no longer accepting applications (closed Nov 3, 2026).

Job Description

The University of Illinois offers a full-time Civil Service IT opportunity with a direct path to impact across AITS. As a Service Desk Analyst, you will be the first point of contact for customers seeking help with computer systems and/or usage, and you will help improve service quality by troubleshooting, documenting solutions, and reducing repeat incidents. The role includes competitive pay ($50,000 to $60,000), health, dental, and vision coverage, life insurance, a retirement plan, paid time off, and tuition waivers for employees and dependents.

What you’ll do

Deliver first-point customer support for AITS via phone, email, and other support channels.
Troubleshoot inquiries to identify and isolate root issues, using the KnowledgeBase as the primary resource; apply creative problem-solving when issues are unfamiliar.
Log all calls and email requests in the ticketing system, and document troubleshooting steps and pertinent customer facts, especially for issues transferred to higher support tiers.
Provide technical front-line and second tier support related to open systems batch processing, including batch requests, migrations, and parameter modification.
Search for and analyze operating and batch problems and initiate corrective measures within the limits of authority.
Monitor system activity and performance across a large complex of servers, network interfaces, and peripheral devices; take timely corrective action and ensure alerts are acknowledged, resolved, and cleared.
Page on-call staff and post to the university status page for urgent and high priority incidents.
Maintain knowledge articles daily to keep content accurate and fresh; create new articles and update existing ones as needed so solutions remain clear and easy to follow.
Coordinate during your shift by communicating software, hardware, system, and operational problems, and share information proactively to support smooth handoffs.
Keep peers and end users informed of trends, significant problems, unexpected delays, and environment changes that affect customers; update customers on progress when first-call resolution is not possible.
Support continuous improvement through participation in customer service and process improvement initiatives and knowledge-sharing efforts, including cross-training.
Participate in project teams to test and implement new products and services, facilitate information sharing across AITS groups, and assist in evaluating software tools to enhance monitoring capabilities.
Assist unit goals aimed at improving Service Desk service, productivity, and efficiency, while also working toward personal career goals and ongoing technical development.

What you’ll need

High school diploma or equivalent.
Any one or any combination totaling two (2) years (24 months) from: college coursework (including IT, IT Management, Programming, IT systems, or closely related discipline) measured using the provided conversion table, plus related IT work experience in areas such as hardware/software support, programming, network design, network engineering, or IT systems integration.
Extensive customer service experience.
Ability to interact professionally and courteously with customers by telephone and email, including managing difficult or emotional situations with prompt follow-up.
Strong problem-solving skills, including delivering reliable and accurate information, using appropriate escalation when needed, and implementing solutions (not just fixes).
Excellent writing and communication skills, with the ability to document technical solutions into clear knowledge documents for both customers and internal support staff.
Flexibility in scheduling with consistent attendance, and availability to work overtime or any shift (1st, 2nd, 3rd) as requested or required.
Strong teamwork, accountability, and the ability to work independently in ambiguous situations.
Comfort with desktop and client software concepts (browsers, operating systems, etc.) and the ability to quickly learn new technical skills to become self-sufficient.

Helpful skills and preferred qualifications

Strong preference for familiarity with batch scheduling concepts, experience with service management software, and ability to extract data, analyze, and develop recommendations.
Web design experience and ability to read and edit HTML, CSS, and JS.
Knowledge of SQL and shell scripting.
HDI or ITIL certification.

Appointment and application details

This is a 100% Full Time Civil Service IT Technical Associate position.
Expected start date: as soon as possible after the search process concludes.
Work authorization sponsorship is not available for this position.
Eligible for the Referral Program for System Office jobs like this one.
System Office job start salary range: $50,000.00 to $60,000.00, competitive and commensurate with qualifications and experience, considering internal equity.
Apply: click the APPLY NOW link on this page to submit an application on the university portal by 6 pm on 10/11/2026.

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1mo ago

Senior IT Support

Mytra Brisbane, CA

Brisbane, CA

1mo ago Closed

$135k - $155k/yr Full time Manager Senior Cloud Platforms

This position is no longer accepting applications (closed Oct 30, 2026).

Job Description

As a Senior IT Support professional at Mytra, you will join the Corporate IT team during a period of rapid scaling, with a focus on delivering a fast, reliable end-user experience. This role combines end-user support ownership with IT standards, device lifecycle responsibilities, and deep expertise across core business applications.

Key Responsibilities

Own the end-user support queue end to end, including triage, prioritization, resolution, and escalation.
Act as the senior escalation point for complex, high-impact issues.
Establish and maintain support standards, SLAs, ticket hygiene, and service metrics, including volume, resolution time, recurring categories, and CSAT.
Use support performance data to drive continuous improvements.
Manage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning.
Lead the IT side of employee onboarding and offboarding.
Serve as the knowledge expert across the core stack, providing deep support, configuration guidance, and best-practice coaching.
Build and maintain a living knowledge base of runbooks and how-to guides to enable self-service and reduce repeat issues.
Mentor junior support staff to improve service quality and raise the overall support standard.

Required Qualifications

Proven experience supporting macOS and Windows endpoints, administering SaaS tools, and working with identity and MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support.
At least 2 years in a senior, lead, or escalation-point role.
Hands-on knowledge of core business applications, with the ability to learn new tools deeply and quickly.
A service mindset characterized by patience, responsiveness, and clear communication with non-technical colleagues, combined with sound judgment and respectful challenge.
Excellent written communication, including a track record of turning complex issues into documentation that helps prevent future tickets.
Demonstrated ownership of a support queue or related function, including SLA and metrics management.

Core Tools and Technologies

macOS, Windows
Rippling, Jamf, Intune, Kandji
Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp
Verkada, Zapier
MDM

Location and Role Details

This role is based in Brisbane, CA and is onsite. The salary range is USD 135,000 - 155,000 per year, based on experience level and location.

Compensation and Benefits

Competitive compensation and equity grants at a high-growth company backed by top-tier VCs.
Fully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents.
401(k) plans and employer-subsidized life insurance.
Fully subsidized lunch and snacks at HQ.
Generous PTO and company-paid holidays, including one week over the winter break.
Voluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity.
Fully subsidized tax advisory services and education to help you understand your equity.
Commuter benefits, including a up to $150 monthly commuter benefit.
Lively, modern combined office and lab space to iterate through design, build, and test phases.
Fully equipped onsite gym and showers at headquarters.

Additional “Nice to Have” Experience

Experience administering IT governance, access reviews, or structured intake/procurement processes.
Familiarity with automation and integration tooling such as Zapier, along with light scripting.
Background supporting a fast-growing company or a hardware/robotics environment.

Pay Notice

Compensation will be set based on the candidate’s experience level and location.
The posted salary band is applicable only to the San Francisco Bay Area and is subject to change.
The pay range for this role is 135,000 - 155,000 USD per year (Mytra, Inc.).

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1mo ago

Service Desk Analyst

Hancock Whitney Gulfport, MS

Gulfport, MS

1mo ago Closed

Full time Computer Skills Customer Service Customer Support

This position is no longer accepting applications (closed Oct 25, 2026).

Job Description

The Service Desk Analyst delivers Level 1 IT support for incidents and service requests, supporting a consistent, positive technology experience for associates. This role manages request documentation, tracking, updates, and reporting through the organization’s workflow management system.

Role Overview

As the first point of contact for IT needs, the Service Desk Analyst answers and evaluates incoming assistance requests, prioritizes them appropriately, and guides users through diagnostic steps to identify the point of failure. Requests and call activity are logged and tracked in an IT Service Management system, with relevant information maintained in the knowledge base for historical reference.

Responsibilities

Answer, evaluate, and prioritize incoming IT assistance requests by phone, chat, self-service portal, e-mail, and in-person.
Support associates with issues related to PC hardware, software, networks, and other relevant technologies, tracking work as incidents and service requests.
Interview the caller to collect necessary details about the problem and guide the associate through diagnostic procedures to determine the point of failure.
Perform problem recognition, research, isolation, resolution, and follow-up for routine Level 1 user problems, and refer more complex issues to supervisor or appropriate technical staff (Level 2/3).
Log and track calls using the IT Service Management system.
Maintain historical records and related problem documentation in the knowledge base.
Act as a single point of contact for users throughout the incident life cycle.
Communicate incident trends to the Supervisor, Service Desk members, and other technology teams.
Comply with all applicable federal, state, and local banking and industry-related laws and regulations, including the Bank Secrecy Act.

Required Qualifications

One-year certificate from a college or technical school.
3+ months related experience and/or training, or an equivalent combination of education and experience.
Knowledge of ITIL and ITSM is preferable.
Proficiency with Microsoft Office products.
Excellent communication, analytical, customer service, and organizational skills.
Ability to travel if required to perform essential job functions.
Ability to work under stress and meet deadlines.
Ability to operate related equipment needed for essential job functions.
Ability to read and interpret a document if required for essential job functions.
Ability to lift/move/carry approximately 10 pounds if required. If unable to lift/move/carry this weight and an accommodation can be made without causing an “undue hardship,” the employee must be accommodated; otherwise, the physical requirement may be omitted.

Tools and Technologies

ITIL
ITSM
Microsoft Office
IT Service Management
Knowledge base
Workflow management system

Location

Gulfport, MS (Onsite)

Supervisory Responsibilities

None

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1mo ago

Sr. Manager, Service Desk

Harris County Houston, TX

Houston, TX

1mo ago Closed

Full time Manager Senior Change Management

This position is no longer accepting applications (closed Oct 20, 2026).

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.