IT Support Specialist (Service Desk)

You are required to submit your resume as an attachment with your online employment application.

Primary Technology: Endpoint Customer Support

Secondary Technology: IT Service Management Tools

What You'll Do

Area of Required Technical Experience is Endpoint Customer Support

Responsibilities of the IT Support Specialist include but are not limited to:

• 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.
  
  

Job duty, knowledge, skill & ability statements at a lower-level are understood to be able to be performed at any higher level.

Official State of Ohio Classification: Information Technologist 2 (69922)

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.
  
  

Note: The official position description on file with the designated agency is to reflect the required technical experience. Only those applicants possessing the required technical experience listed in the position description are to be considered for any vacancies posted. The job posting should also only list the required technical experience commensurate with the position in question.

Job Skills: Information Technology, Computer Literacy, Customer Service, Technical Documentation, Customer Focus, Responsiveness, Teamwork

Organization

Lottery Commission

Agency Contact Name and Information

Ohio Lottery Commission Office of Human Resources: careers@lottery.ohio.gov

Unposting Date

Feb 6, 2026, 11:59:00 PM

Work Location

Lausche Building

Primary Location

United States of America-OHIO-Cuyahoga County-Cleveland

Compensation

$30.55/hour

Schedule

Full-time

Work Hours

MONDAY-FRIDAY; 8:00AM-5:00PM

Classified Indicator

Classified

Union

OCSEA

Primary Job Skill

Information Technology

Technical Skills

Computer Literacy, Technical Documentation, Customer Service

Professional Skills

Customer Focus, Responsiveness, Teamwork

Primary Technology

Endpoint Customer Support

Agency Overview

About Us:

The Ohio Lottery Commission is an exciting organization offering career opportunities across many different business functions. For more than 50 years, the Ohio Lottery has been building an amazing organization committed to growth and giving back – and having fun while doing it. Our mission is: Supporting education by offering entertaining gaming experiences. Our vision is: Investing in Ohio’s students and communities through gaming innovation.

We are looking for smart, passionate and creative people to join our team and help us achieve our mission. We embrace challenge, foster an inclusive culture, and value integrity, innovation and winning.

Click here to visit our website and learn more about our agency and the products we offer. Check us out on LinkedIn, Facebook, Twitter, Instagram, and YouTube!

If you are ready to play…Come join us!