Itsm Jobs in Raleigh, NC (NOW HIRING)

Position Summary

Acting under the supervision of the Senior Director, Global Corporate Infrastructure, this position directly interfaces with TARGAN's internal customers to provide IT support while maintaining a high level of reliability. The ITSM Support Engineer serves as a primary point of contact for end-user technology support and is responsible for delivering Tier 1 and Tier 2 support while adhering to IT Service Management (ITSM) best practices.

This position will troubleshoot, configure, deploy, and support desktops, laptops, business applications, SaaS platforms, collaboration technologies, networks, and other IT assets. The role is also responsible for the administration and continuous improvement of TARGAN's Freshservice ITSM platform, ensuring effective incident, request, asset, change, and knowledge management processes. In addition, the incumbent will participate in IT projects, process improvement initiatives, and technology deployments as assigned.

Key Job Responsibilities

• End User Support
  • Provide onsite and remote Tier 1 and Tier 2 support for employees across the organization.
  • Troubleshoot and resolve issues related to endpoint devices, business applications, SaaS platforms, Microsoft 365 services, networking, printers, and collaboration technologies.
  • Support onboarding and offboarding activities, including user provisioning, device deployment, and asset tracking.
  • Perform PC imaging, provisioning, lifecycle management, and asset inventory maintenance.
  • Participate in IT projects, software deployments, and infrastructure initiatives as assigned.
  ITSM & Freshservice Administration
  • Serve as the administrator and operational owner of the Freshservice IT Service Management platform.
  • Manage the day-to-day operation of the Freshservice ticketing system, ensuring incidents and service requests are properly categorized, prioritized, assigned, escalated, and resolved within established service levels.
  • Maintain and improve Freshservice workflows, automations, service catalogs, approval processes, reporting dashboards, and knowledge base content.
  • Administer and support Freshservice modules related to Incident Management, Service Request Management, Asset Management, Problem Management, Change Management, and Knowledge Management.
  • Develop and maintain service desk metrics, reports, and dashboards to monitor service performance and identify opportunities for improvement.
  • Collaborate with IT and business stakeholders to continuously improve service delivery processes and user experience.
  ITIL Process Ownership
  • Support and maintain ITIL-based Incident, Request, Problem, Change, Knowledge, and Asset Management processes.
  • Ensure IT support activities follow established governance, documentation, and service management standards.
  • Create and maintain technical documentation, knowledge articles, standard operating procedures, and process documentation.
  • Contribute to continual service improvement initiatives that enhance operational efficiency, service quality, and customer satisfaction.

Key Competencies & Skills

Education and Experience Requirements

Working Conditions:

Work is performed inside a flex space building consisting of offices, open desk space, laboratory, machine shop, and a manufacturing floor. Level of noise is usually quiet in the office environment and temperature controlled. Noise levels are elevated in the warehouse space where temperatures can vary depending on the outside elements and weather.

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties and responsibilities or requirements. Employees may be required to perform other job-related duties as requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.