Job Description
Job Description
Job Summary
We are seeking a customer-focused IT Service Delivery Technician to provide technical support for the organization's end users across hardware, software, networking, and enterprise applications. In this role, you will be responsible for deploying and supporting endpoint devices, troubleshooting technical issues, maintaining system availability, and collaborating with cross-functional IT teams to ensure timely resolution of incidents and service requests.
Job Description
- Monitor the Help Desk ticketing system and provide timely support for incidents, service requests, problems, events, and project-related tasks.
- Document troubleshooting steps, issue resolution, and system changes accurately and promptly.
- Deploy, configure, maintain, and support desktop and laptop computers, printers, multifunction devices, scanners, fax machines, VoIP phones, and mobile devices.
- Install, configure, and maintain operating systems and end-user software.
- Ensure reliable connectivity for workstations, servers, phones, printers, scanners, mobile devices, and other network-connected equipment.
- Manage user accounts, permissions, and access rights in accordance with security policies, privacy requirements, and regulatory standards.
- Troubleshoot and resolve hardware, software, network, voice, and video issues, escalating incidents when appropriate.
- Analyze recurring technical issues and communicate trends to appropriate IT support teams.
- Coordinate hardware and software upgrades, installations, reconfigurations, and technology refresh projects with business partners and IT teams.
- Provide technical support to employees and visitors within the assigned region.
- Assist in resolving security-related incidents and support compliance with organizational security standards.
- Collaborate with other IT support professionals to share technical knowledge and improve service delivery.
- Maintain the integrity and security of enterprise systems and data following industry best practices and organizational policies.
- Coordinate desktop and server deployments with infrastructure and application teams to support business objectives.
- Perform network asset management activities in accordance with established processes.
- Support application development teams throughout project lifecycles as needed.
- Perform additional duties and special projects assigned by leadership.
Skills Required
- 3–5 years of IT support experience or 3–4 years of equivalent business or technical support experience.
- Strong hands-on experience troubleshooting computer hardware, software, peripherals, and networking issues.
- Working knowledge of Microsoft Windows 10/11, Microsoft 365, Microsoft Intune, Active Directory/Directory Services, Cisco networking, mobile device management, and enterprise ticketing systems such as ServiceNow.
- Understanding of data privacy, information security, and regulatory compliance practices.
- Strong analytical, organizational, and customer service skills.
- Excellent verbal and written communication skills.
- Ability to work independently while collaborating effectively within a team environment.
Preferred skills
- ITIL knowledge; ITIL certification is a plus.
- Industry certifications such as CompTIA A+, Network+, Microsoft, Cisco, or other relevant technical certifications.
Education
- Bachelor's degree in Management Information Systems, Computer Science, or a related field preferred; or equivalent combination of education and relevant experience.