ITSM Specialist

The ITSM Specialist serves on the IT Service Management (ITSM) team within Information Technology Services (ITS). The team is responsible for IT service management, including the knowledge base and asset inventory for the ITS department, which serves all faculty, staff, students, and other BGSU community members. This position is responsible for the design, implementation, and maintenance of ITSM elements. Design, implement, and maintain ITSM elements Create, design, and manage projects related to the implementation of new services, the improvement of existing services, and the exploration of new technology Maintain an accurate and up-to-date physical asset inventory utilizing the department's centralized asset management systems Develop and maintain knowledge base content and technical documentation Perform hardware and software installations, diagnostics, repair, maintenance, data recovery, data transfer, and upgrades on Windows and Macintosh computers deployed across campus and some off-campus locations; also provides support for mobile devices that connect to Office 365 email, as well as printer connection support. Provides client-level network configuration and troubleshooting for both Windows and Macintosh computers, and escalates network, application, or server issues to the appropriate teams as necessary. Other duties as assigned The following Degree is required: Associate's degree The following Experience is required: 2 years in IT client support The following Experience is preferred: Client support in an enterprise (3000+ clients) environment Higher education experience IT service management experience The following Licensure, Certifications, or Registration is required: ITIL certification required, or must obtain certification within 12 months of hire Knowledge , Skills , and

Abilities:

Mac and Windows technology support experience ITSM system experience (TeamDynamix preferred) Asset management experience preferred Knowledge management experience preferred Process automation experience preferred Demonstrated ability to ?nd, evaluate, and implement new technology Demonstrated ability to continuously improve services and procedures Demonstrated ability to gather and use analytics to guide decisions, policies, and procedures Excellent customer service Excellent communication skills Excellent attention to detail Demonstrated ability to stay current with new and upcoming technology and trends Application Deadline The search committee will review applications until the position is filled; however, for best consideration, applications should be provided by June 26, 2026. Required Application Materials & Evaluation Experience must be fully documented on the official application . The application will be used to evaluate if candidates meet the minimum requirements for the position and for consideration when determining starting pay rate. Experience requirements are inclusive of relevant professional experience, or experience attained through relevant internships, co-ops, student employment positions, or graduate assistantships. ITIL certification required, or must obtain certification within 12 months of hire.

Uploads Required:

Resume (for supplemental information only) Candidates who currently hold an ITIL certification should upload proof of certification.

Optional:

Cover Letter Essential Requirement:

Work Authorization BGSU does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.