IT Service Delivery Technician

Job Description

Job Description

JOB SUMMARY 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. Key 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 procedures. 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. 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. Required Qualifications Education & Experience: Graduate / Associate’s Degree in MIS, Computer Science, or a relevant concentration preferred, with 2-4 years of experience; or 4 to 5 years of relevant and equivalent business or IT experience. 3 - 5 years experience Technical Knowledge: Basic technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Intune, Azure cloud, Teams 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. Excellent organizational, project management, communication and customer service skills. Preferred Qualifications Certifications: ITIL knowledge preferred. A+, Network+, Microsoft, or other relevant technical certifications are a plus. Education: Associate's Degree

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.\r\n\r\nWe have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.