Ohio Lottery Commission · 2 days ago
IT Support Specialist (Service Desk)
Cleveland, OH
Full-time
Onsite
Entry Level
$30.55/hr - $30.55/hr
1+ years expThe Ohio Lottery Commission is an organization committed to growth and supporting education through gaming experiences. The IT Support Specialist will provide first contact support and triage of incoming requests, ensuring timely and effective resolution of end-user issues while utilizing IT Service Management tools.
AppsGamblingGaming
Responsibilities
Provide first contact support and triage (Tier 1) of incoming requests to the service desk via telephone, web portal, e-mail and chat to ensure courteous, timely and effective resolution of end-user issues
Assist in prioritizing incidents and service requests according to defined processes to meet defined service level agreements
Record, track and document all incidents and requests for the service desk into the IT Service Management system (ServiceNow), including the incident solving process and all successful and unsuccessful actions taken, through to final resolution
Use remote tools and diagnostic utilities to aid in troubleshooting
Research solutions through internal and external knowledge base as needed
Learn appropriate software and hardware used and supported by the organization
Perform Tier 1 hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals or other fixes
Perform preventative maintenance, including checking and cleaning of workstations, printers and peripherals
Develop help sheets and FAQ lists for end-users
Contribute to technician knowledge base as needed
Reinforce service level agreements to handle end-user expectations
Escalate incidents with accurate documentation to suitable technician or vendor when required
Perform post-resolution follow-ups as directed
Perform reporting functions and maintenance in IT Service Management system (ServiceNow)
Perform other duties and work on special projects
Qualification
Required
18 months combined work experience in any combination of the following: computers and/or telecommunications software/hardware, applications, support products, projects or databases for small scale systems or programs or pieces of larger systems or programs including 12 months combined work experience as specified by the agency position description & job posting
Or completion of associate core program in computer science or information systems; 12 months combined work experience as specified by the agency position description & job posting
Or equivalent of minimum class qualifications for employment noted above
Primary Technology: Endpoint Customer Support
Secondary Technology: IT Service Management Tools
Job Skills: Information Technology, Computer Literacy, Customer Service, Technical Documentation, Customer Focus, Responsiveness, Teamwork
Company
Ohio Lottery Commission
At the Ohio Lottery, we’re optimistic, innovative, and fun.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Thomas J. Ackerman
Deputy Director, Chief Marketing Officer
Recent News
2025-11-05
2024-01-29
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