IT Service Delivery Technician II

Job Responsibilities:

• Monitor and Assist: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Documentation: Prepare timely documentation of issue resolution in accordance with knowledge management practices.
• Deploy and Manage Hardware: Deploy computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.
• Connectivity: Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• User Account Management: Manage 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: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.
• Performance Analysis: Analyze the performance of supported devices, identify, and report common issues to the appropriate support groups.
• Collaborative Upgrades: Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• End-User Support: Provide IT services for end users, including visitors within the assigned region.
• Security: Assist with resolving security-related issues, ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best practices.
• Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.
• Project Coordination: Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
• Asset Management: Practice network asset management as per documented processes.
• Support Development Teams: Support application development teams throughout project lifecycles.
• Additional Duties: Perform other duties and special projects as assigned by the team lead.

Skills:

• IT Support & Troubleshooting (Hardware + Software)
• Ticketing System & Incident Management (ServiceNow)
• Endpoint Management & Device Deployment
• User Account & Access Management
• Networking & Connectivity Support

Education/Experience:

• Education & Experience: Bachelor’s Degree in MIS, Computer Science, OR relevant concentration preferred, with 2-3 years of experience; or 3 to 4 years of relevant and equivalent business or IT experience.
• Certifications: ITIL knowledge preferred, certification a plus. A+, Network+, Microsoft, Cisco, or other relevant technical certifications are also advantageous.
• Technical Knowledge: Working 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: Hands-on software and hardware troubleshooting experience.
• Data Privacy: Knowledge of applicable data privacy practices and laws.