IT Service Delivery Technician II

THE ROLE:

The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands-on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.

A+, Network+, Microsoft, Cisco, or other relevant technical certifications are a plus.

CORE RESPONSIBILITIES:

Technical Support:

• Provide technical support to customers via phone, email, or in person

• Troubleshoot and resolve hardware and software issues

• Install and configure new equipment and software

• Maintain and update existing systems

• Train users on new technology and software Service Delivery Management:

• Manage service requests and ensure timely resolution

• Monitor service performance and identify areas for improvement

• Collaborate with other teams to implement service improvements

• Develop and maintain service level agreements (SLAs), Customer Relationship Management

• Build and maintain relationships with customers

• Understand customer needs and provide solutions

• Gather feedback and address any concerns or issues

• Communicate service updates and changes to customers Documentation and Reporting

• Document all service requests and resolutions

• Maintain accurate inventory of equipment and software

• Generate reports on service performance and customer satisfaction

• Identify trends and make recommendations for improvement Project Management:

• Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.

• Coordinate with cross-function team members and stakeholders to ensure project success

• Monitor project progress and adjust plans as needed

• Provide updates and reports to management on project status Quality Assurance:

• Ensure all services and processes meet quality standards

• Conduct regular audits and reviews to identify any issues or areas for improvement

• Implement corrective actions as needed to maintain quality standards

• Stay updated on industry best practices and incorporate them into service delivery processes. High Impact Behaviors:

• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.

• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.

• Results-Driven Performance: High-performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

QUALIFICATIONS:

Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration, with 3-5 years of experience; or 3 to 4 years relevant and equivalent business or IT experience.

• ITIL knowledge preferred, Certification a plus.

• Working technical knowledge of current systems software, protocols, and standards, including Microsoft Intune, Directory Services, Microsoft M365, Windows 10/11, Microsoft Office 365 tools, Cisco Networking, mobile communications, Service Now Ticketing system, etc.

• Hands-on software and hardware troubleshooting experience.

• Knowledge of applicable data privacy practices and laws.

• Experience working within a team-oriented, collaborative environment.

Team Player

Additional Job Description

Individual Contributor:

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills.
• Builds knowledge of the company, processes, and customers.
• Solves a range of straightforward problems.
• Analyses possible solutions using standard procedures.
• Receives a moderate level of guidance and direction.

Job Type: Contract

Pay: $30.07 - $34.99 per hour

Expected hours: 40 per week

Work Location: In person