IT Service Delivery Technician I

• Monitor the Help Desk ticketing system and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Document issue resolution in the ticketing system to ensure accurate records and knowledge sharing.
• Deploy and set up computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune).
• Ensure proper connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• 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.
• Identify, troubleshoot, and resolve basic hardware and software issues with computers and peripheral devices.
• Escalate complex issues to higher-level support as necessary.
• Monitor the performance of supported devices and report recurring issues to the appropriate support groups.
• Work with business partners and other IT support teams to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• Provide IT services for end users, including visitors within the assigned region.
• Assist with resolving basic security-related issues and ensure compliance with enterprise data security standards.
• Exchange information and knowledge related to IT services with other members of the support team.
• Support the implementation of desktop and server systems in collaboration with other infrastructure and applications teams.
• Participate in network asset management as per documented processes.
• Assist application development teams as needed throughout project lifecycles.
• Perform other duties and special projects as assigned by the team lead.

• Graduate or Associate’s Degree in MIS, Computer Science, or a relevant concentration preferred.
• 2-4 years of experience with a degree, or 4 to 5 years of relevant and equivalent business or IT experience.
• Basic technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Intune, Azure cloud, Teams VoIP and Networking, mobile communications, and ServiceNow ticketing system.
• Basic hands-on software and hardware troubleshooting experience.
• Knowledge of applicable data privacy practices and laws.
• Experience working within a team-oriented, collaborative environment.
• Ability to prioritize work based on dependencies, technology context, and impact to the business, while remaining adaptable to changing circumstances.
• Up to 10% travel required., * ITIL knowledge preferred.
• A+ certification.
• Network+ certification.
• Microsoft certifications.
• Other relevant technical certifications.

Skills:

• ServiceNow.
• Microsoft Endpoint Manager (Intune).
• Active Directory.
• Azure AD.
• Windows 10/11.
• Microsoft 365.
• Azure cloud.
• Teams VoIP.
• Networking.
• Mobile communications.
• Hardware troubleshooting.
• Software troubleshooting.

Qualification And Education:

• Strong verbal and written communication skills.
• Ability to make decisions within scope using available relevant data.
• Interest in understanding business operations to improve service delivery.
• Willingness to ask questions and take actions to improve tasks or processes.
• Ability to collaborate effectively across functional, business, geographic, and cultural boundaries.
• Demonstrated drive and self-motivation.

Physical Requirements(Due to nature of job, The candidate must have):

• Ability to sit or stand, reach, bend, and move about the facility.
• Ability to lift 50 lbs or more.
• Ability to perform tasks requiring close vision.