IT Service Delivery Technician II

The Role: This role provides technical support to the organization's internal users of computer applications, hardware, and network systems (e.g., PCs, servers, cloud services); deploys endpoint hardware and software products and services; answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT to restore service and identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems. A key focus is on relationship building and developing a holistic understanding of site operations to enhance IT service delivery.


Essential Functions:
• 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.


Minimum Qualifications:
• 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.
• Team Collaboration: Experience working within a team-oriented, collaborative environment.
• Decision Making: Makes evidence-based decisions using all available relevant data, understanding when to seek guidance.
• Business Focus: Continuously learns how the business operates and applies this understanding to improve service delivery.
• Continuous Improvement: Asks questions and takes actions to improve tasks or processes within his/her own scope of work.
• Collaboration: Collaborates effectively across functional, business, geographic, and cultural boundaries.
• Communication: Ensures written and oral communications are simple, clear, and audience-appropriate.
• Accountability: Takes responsibility for actions, results, and learning, demonstrating drive and self-motivation.
• Change Management: Supports and implements change within his/her area of work, engaging peers and stakeholders.
• Planning & Prioritizing: Leverages processes and systems to prioritize work that yields the most business value, remaining agile to adapt 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.


Work Environment:
• Office Environment: Fluorescent lighting, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise.
• Shop Floor: In locations with a factory or shop floor, exposure to factory/shop environments and machinery.
• Travel: 20% travel required.