IT Service Delivery Technician II

The primary purpose of this position is to support and maintain all IT hardware and software; including desktops, laptops, printers, mobile devices, phones, peripherals and client software. Provides direct support to office, manufacturing and engineering environments in person, over the phone and via e-mail to local and remote Associates. Participates in the development of IT support processes, tools and documentation for company.

• Supportive, team-driven culture that values collaboration, transparency, and accountability
• Opportunity to grow your career with a global workforce solutions leader serving multiple industries
• People-first environment that encourages employees to bring their authentic selves to work
• Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates

This role offers the chance to join a company that prioritizes both people and performance-where your contributions directly impact client success while giving you room to grow and develop professionally.

• Adheres to all safety, environmental, security and quality requirements including, but not limited to:
  Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Provides support for client computing hardware and software.
• Builds, configures and deploys desktops, laptops and related peripherals
• Troubleshoots and resolves issues by utilizing Standard Operating Procedures
• Provides technical guidance and training to internal associates
• Provides outstanding service to our Associates and always exceed their expectations.
• Follows redeployment and disposal processes.
• Participates in ensuring that customer requests via the ticketing system are managed to closure.
• Delivers results in support of achieving the organization's Service Level Agreements and high customer satisfaction ratings.
• Participates in Knowledge Management activities by creating internal documentation and self-help articles in the knowledge base for use by IT Service Desk and Associates.
• May provide assistance to other IT functions such as performing server installations, back-ups, networking & telecom support and implementations, software patch deployments, etc.
• Provides support and backup coverage for other local site support teams as needed.

• Associates Degree
• Minimum of 1+ years of experience with:
  • Windows 10 & 11, M365
  • Windows 11 Imaging desktop and laptops
  • User and computer object management in Active Directory
  • Network printers and multi-function devices
  • Client-side networking and troubleshooting
  • Cisco IP desk phones and voicemail
  • Teams or similar web conferencing systems
  • Troubleshooting and resolving problems remotely
  • Experience with any of the following is valuable:
    • Current Mac hardware and OS X support
    • Engineering Design Tools: CAD, Solidworks, etc.
    • ERP and manufacturing

• Strong interpersonal skills
• Communicate effectively with people at all levels of the organization and have experience creating polished, comprehensive documentation.
• Practiced, logical approach to technical problem solving.
• Capable and willing to adapt to rapid changes.
• Ability to work from a ticket queue, prioritize well and manage time.
• Work effectively with local and remote team members.
• Communicate effectively with people of…