IT Service Delivery Technician II

Job Responsibilities:

• 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 in 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 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.

Skills:

• Hardware & Software Troubleshooting
• Microsoft Ecosystem Expertise (Microsoft M365 or Office 365 or Active Directory or Directory Services)
• Networking Fundamentals (TCP/IP, DNS, DHCP, Cisco networking)
• ServiceNow ticketing system
• System Installation & Configuration

Education/Experience:

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