Position: ServiceNow Support Specialist Location: Atlanta, GA 30334 Managing and triaging incidents and requests through ServiceNow, providing daily support to both walk-in and remote users. The ideal candidate will possess excellent soft skills and thrive in a challenging user environment. Key Responsibilities: - Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow. - User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues. - Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary. - Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience. - Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary. - Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow. - Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing. - Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person. Work Schedule: Monday - Friday Onsite Qualifications: - Proven experience in a Service Desk or IT support role. - Required 2 years of technical support experience. - Proficiency in using ServiceNow for incident and request management. - Excellent communication and interpersonal skills. - Strong problem-solving abilities and technical troubleshooting skills. - Ability to work effectively in a high-demand environment with challenging users. - Commitment to maintaining a high level of customer satisfaction. Preferred Qualifications: - Previous experience in a similar Service Desk or support and problem resolution role. - Technical Certifications preferred: Candidate should have one of the following certifications A+, Network+, or Security +, or a minimum 2 years of technical support skills on in a Service Desk role. Familiarity with remote support tools and techniques