Jobs

Description

The person will be the first point of contact for employees who have computer, software, hardware, printer, phone, or account issues.

IT Service Delivery Technician I

The Role:

• This role provides first-level technical support to the organization's internal users of computer applications, hardware, and network systems.
• It involves deploying endpoint hardware and software products and services, responding to inquiries regarding system procedures, online transactions, and systems status, and collaborating with other IT teams to resolve issues.
• The role emphasizes relationship building and developing a comprehensive understanding of site operations to enhance IT service delivery.

Essential Functions:

• Help Desk Support: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Issue Documentation: Document issue resolution in the ticketing system to ensure accurate records and knowledge sharing.
• Hardware Deployment: Deploy and set up computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune).
• Connectivity Maintenance: Ensure proper connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• User Account Setup: Assist in managing end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.
• Troubleshooting: Identify, troubleshoot, and resolve basic hardware and software issues with computers and peripheral devices. Escalate complex issues to higher-level support as necessary.
• Performance Monitoring: Monitor the performance of supported devices and report recurring issues to the appropriate support groups.
• Collaborative Support: Work with business partners and other IT support teams to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• End-User Assistance: Provide IT services for end users, including visitors within the assigned region.

Additional Duties:

• Perform other duties and special projects as assigned by the team lead.

Minimum Qualifications:

Education & Experience:

• Associate’s Degree in MIS, Computer Science, or a relevant concentration preferred, with 1-2 years of experience; or 2 to 3 years of relevant and equivalent business or IT experience.
• Certifications: ITIL knowledge preferred. A+, Network+, Microsoft, or other relevant technical certifications are a plus.
• Technical Knowledge: Basic technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
• Troubleshooting Skills: Basic hands-on software and hardware troubleshooting experience.
• Data Privacy: Knowledge of applicable data privacy practices and laws.
• Team Collaboration: Experience working within a team-oriented, collaborative environment.
• Decision Making: Makes decisions within scope using available relevant data, and seeks guidance when necessary.
• Business Focus: Shows an interest in understanding how the business operates and applies this understanding to improve service delivery.
• Continuous Improvement: Willingness to ask questions and take actions to improve tasks or processes within his/her own scope of work.
• Collaboration: Willing to collaborate effectively within his/her own team and across functional, business, geographic, and cultural boundaries.
• Communication: Ensures written and oral communications are clear and appropriate for the audience.
• Accountability: Accepts responsibility for actions and results, demonstrating drive and self-motivation.
• Change Management: Supports changes within his/her area of work and engages peers and stakeholders constructively.
• Planning & Prioritizing: Able to prioritize work based on dependencies, technology context, and impact to the business, while remaining adaptable to changing circumstances.

Physical Demands:

• Mobility: Regularly required to sit or stand, reach, bend, and move about the facility.
• Lifting: Must occasionally lift/transport up to 50 pounds.
• Vision: Vision abilities required by this job include close vision.

• Travel: Up to 10% travel required.
• Maintains a complete hardware and/or software listing for all equipment and peripherals.
• Ensures Support & Maintenance agreements are in place for all IT Equipment.
• Involvement and ability to lead IT projects.
• Excellent organizational, project management, communication and customer service skills.
• 1-3 years experience