State of Ohio · 2 days ago
IT Support Specialist (Service Desk)
United States of America-OHIO-Cuyahoga County
Full-time
Onsite
Entry Level
1+ years expThe State of Ohio is seeking an IT Support Specialist to join the Ohio Lottery Commission, an organization committed to supporting education through gaming. The role involves providing first contact support for service desk requests, prioritizing incidents, and ensuring timely resolutions for end-user issues.
AssociationCommunitiesGovernmentNon Profit
No H1B
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
Job Skills: Information Technology, Computer Literacy, Customer Service, Technical Documentation, Customer Focus, Responsiveness, Teamwork
Benefits
Medical Coverage
Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
Childbirth, Adoption, and Foster Care leave
Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)
Company
State of Ohio
Employment with the State of Ohio is more than ‘just a job’ – it is a privilege to serve our families, friends and neighbors who rely on us throughout our great state.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Beverlyn Johns, MS
Deputy Chief Operating Officer
Holly Drake
State Chief Information Security Officer
Recent News
2025-08-26
2025-08-06
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