ITSM Technician at Computer World Services (CWS)Corporation in Morrisville, North Carolina

Job Description:

Job Description

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven IT Service Management Technician for supporting the configuration, operation, and optimization of IT systems and assets. This role involves assisting with system resource management, capacity analysis, and user support to ensure efficient and reliable operation of business systems. The Technician is expected to monitor and report on service level agreements (SLAs), utilize tools like ServiceNow and Jira, and maintain dashboards for performance tracking.

Key Tasks and Responsibilities

User Support and Assistance

• Provide assistance to users in accessing and utilizing business systems effectively.


• Address user queries and resolve issues related to IT systems and tools.

Service Level Agreement Monitoring

• Monitor SLAs to ensure compliance and timely delivery of IT services.


• Generate reports and provide insights to support SLA management and improvement.

Tools and Dashboard Management

• Utilize ServiceNow and Jira for task management, incident tracking, and workflow optimization.


• Create and maintain dashboards to track system performance, resource utilization, and other key metrics.

Education & Experience

Education

• Associate's degree in Information Technology, Computer Science, or a related field.


• Equivalent work experience may substitute for the educational requirement.

Experience

• 2-4 years of experience in system configuration, IT asset management, or related fields.


• Familiarity with IT service management processes and tools.

Technical Skills

• Proficiency in tools like ServiceNow and Jira for IT operations and project tracking.


• Knowledge of system capacity analysis and optimization techniques.


• Experience creating and maintaining performance dashboards.

Preferred Attributes

• Strong analytical and troubleshooting skills.


• Excellent communication and collaboration abilities.


• Ability to prioritize tasks and meet deadlines in a dynamic environment.


• A proactive mindset focused on continuous improvement.

Certifications

• ITIL certification v4 is highly desirable.

Security Clearance

• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Potential hybrid work available for this position.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at