IT Service Delivery Technician; Desktop Help Desk

IT Service Delivery Technician I

The first point of contact for employees who have computer, software, hardware, printer, phone, or account issues.

• 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 system 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.

• Help Desk Support:
  Monitor the Help Desk ticketing system (e.g., Service Now) 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.

• Perform other duties and special projects as assigned by the team lead.

• Associate’s Degree in MIS, Computer Science, or a relevant concentration preferred, with 1–2 years of experience; or 2 to 3 years of relevant and equivalent business or IT 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 Service Now 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 their own scope of work.
• Collaboration:
  
  Willing to collaborate effectively within their 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 their 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.

• 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.
• Travel:
  Up to 10% travel required.
• 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.
• Excellent organizational, project management, communication and customer service skills.
• 1–3 years experience