IT Service Delivery Technician II

SGS_JOB_3787

Information Technology
 Pennsylvania
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

Contract - 6 months

Location (mandatory): DuBois, PA 15801 The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails 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.

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.

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 Computer Science, Information Technology, or a related field with at least 3-5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
  • Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.
  • Strong customer service skills with the ability to communicate effectively with nontechnical users.
  • Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.

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