IT Service Delivery Technician II
IT Service Delivery Technician II
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1 Vacancy
Job Description
THE ROLE:
Provide secondlevel technical support for internal and remote users assisting with computer applications hardware and network systems and audio/video systems. Tasks include deploying hardware/software troubleshooting responding to inquiries and collaborating with IT teams to resolve issues. The role focuses on inperson and remote relationshipbuilding and understanding site operations to improve IT service delivery.
ESSENTIAL DUTIES/PRINCIPAL RESPONSIBILITIES:
Help Desk Support: Monitor and respond to tickets ensuring timely response and resolution of incidents and requests.
Issue Documentation: Document solutions in the ticketing system for accurate records and knowledge sharing.
Hardware Deployment: Set up and/or deploy devices like computers printers and mobile devices using Microsoft Endpoint Manager.
Connectivity Maintenance: Ensure proper operation of all equipment (workstations phones printers etc.).
User Account Management: Assist with account setup and permissions via Active Directory and Azure AD.
Troubleshooting: Resolve basic hardware/software issues and troubleshoot identify and escalate complex problems.
Performance Monitoring: Track device performance and report recurring issues.
Collaborative Support: Work with IT teams and business partners to facilitate software and hardware improvements upgrades reconfigurations and/or purchases.
EndUser Assistance: Provide onsite and remote IT support for users and visiting employees/contractors within the assigned region.
Security Support: Assist with basic security issues and ensure compliance.
Knowledge Sharing: Share IT knowledge with the support team.
Project Participation: Assist with system implementation and upgrades.
Asset Management: Participate in network asset management.
Team Support: Assist development teams during project lifecycles.
Additional Duties: Complete other tasks as assigned.
Local point of contact for audio/video systems
Responsible for external customer support related to the site
QUALIFICATIONS:
Must have 3 5 years of demonstrated Service Desk 2 experience with expertise in Windows Microsoft 365 laptops printers and providing inperson support.
Technical Skills: Basic knowledge of systems like Windows 10/11 Microsoft 365 Cisco VoIP mobile devices and ServiceNow.
Troubleshooting: Experience with hardware/software troubleshooting.
Data Privacy: Knowledge of data privacy laws.
Collaboration: Ability to work alone and with remote teams in a teamoriented and supported environment.
Communication: Clear written and verbal communication.
Planning & Prioritizing: Ability to manage tasks based on business impact.
Preferred Certifications: ITIL knowledge preferred. A Network Microsoft or similar certifications a plus.
Employment Type
Full Time
