IT Service Delivery Technician II

Job Responsibilities: 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. Security Support: Assist with resolving basic security-related issues and ensure compliance with enterprise data security standards. Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team. Project Participation: Support the implementation of desktop and server systems in collaboration with other infrastructure and applications teams. Asset Management: Participate in network asset management as per documented processes. Team Support: Assist application development teams as needed throughout project lifecycles. Additional Duties: Perform other duties and special projects as assigned by the team lead. Skills: Software and hardware troubleshooting experience Directory Services Windows 10/11 Microsoft 365 Cisco VoIP Networking mobile communications ServiceNow ticketing system Education/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 5, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system. Troubleshooting Skills: Basic hands-on software and hardware troubleshooting experience. #J-18808-Ljbffr