IT Service Delivery Technician II

SGS_JOB_3867

Information Technology
 California
Help Desk Support
ServiceNow Ticketing
Hardware Deployment
Active Directory
Azure AD
Microsoft 365
Endpoint Management
Network Troubleshooting
VoIP Systems
and IT Asset Management

Contract - 06 months

Location : San Diego, CA 92121 This role provides technical support to the organization's internal users of computer applications, hardware, and network systems (e.g., PCs, servers, cloud services); deploys endpoint hardware and software products and services; answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT to restore service and identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems. A key focus is on relationship building and developing a holistic understanding of site operations to enhance IT service delivery.

Job Responsibilities:

  • Monitor and Assist: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
  • Documentation: Prepare timely documentation of issue resolution in accordance with knowledge management practices.
  • Deploy and Manage Hardware: Deploy computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.
  • Connectivity: Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
  • User Account Management: Manage end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.
  • Troubleshooting: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.
  • Performance Analysis: Analyze the performance of supported devices, identify, and report common issues to the appropriate support groups.
  • Collaborative Upgrades: Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
  • End-User Support: Provide IT services for end users, including visitors within the assigned region.
  • Security: Assist with resolving security-related issues, ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best practices.
  • Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.
  • Project Coordination: Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
  • Asset Management: Practice network asset management as per documented processes.
  • Support Development Teams: Support application development teams throughout project lifecycles.
  • Additional Duties: Perform other duties and special projects as assigned by the team lead.

Skills:

  • IT Support & Troubleshooting (Hardware + Software)
  • Ticketing System & Incident Management (ServiceNow)
  • Endpoint Management & Device Deployment
  • User Account & Access Management
  • Networking & Connectivity Support

Education/Experience:

  • Education & Experience: Bachelor’s Degree in MIS, Computer Science, OR relevant concentration preferred, with 2-3 years of experience; or 3 to 4 years of relevant and equivalent business or IT experience.
  • Certifications: ITIL knowledge preferred, certification a plus. A+, Network+, Microsoft, Cisco, or other relevant technical certifications are also advantageous.
  • Technical Knowledge: Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
  • Troubleshooting Skills: Hands-on software and hardware troubleshooting experience.
  • Data Privacy: Knowledge of applicable data privacy practices and laws.

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