ITSM Operations Specialist – Hybrid/Remote

Encore Technologies; Cincinnati (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Encore Technologies seeks an ITSM Administrator to manage incident and service request queues, triage tickets, and resolve Level 1 issues on HaloITSM. This role interfaces with clients and internal teams, ensuring timely updates and effective communication.

The position sits between ITSM Analyst and Engineer, owning live work, performing standard configurations, and guiding continual improvement. A hybrid work model is supported.

Qualifications

• Three (3) years of experience in a service desk, IT operations, or ITSM role.
• Hands-on administration in a production environment.
• Proven ability to own queue management, triage, and dispatch.

Responsibilities

• Own daily management of incident, break/fix, and service request queues.
• Triaging and routing tickets to correct teams based on rules and workload.
• Maintain queue health and escalate as needed to prevent SLA issues.
• Validate ticket data at intake: category, priority, impact, requester details.
• Perform Level 1 break/fix resolutions and handle HaloITSM access issues.
• Communicate status updates clearly to clients and internal teams.

Skills

Queue management

Ticket triage

Level 1 troubleshooting

HaloITSM

Customer service

Tools

HaloITSM

Job description

Encore Technologies seeks an ITSM Administrator to manage incident and service request queues, triage tickets, and resolve Level 1 issues on HaloITSM. This role interfaces with clients and internal teams, ensuring timely updates and effective communication.

The position sits between ITSM Analyst and Engineer, owning live work, performing standard configurations, and guiding continual improvement. A hybrid work model is supported.