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 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
• Troubleshooting Skills: Basic hands-on software and hardware troubleshooting experience.