IT Service Delivery Technician II

THE ROLE:

The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the 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.

CORE RESPONSIBILITES:

Technical Support:

• 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 on 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 out 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.

QUALIFICATIONS:

• A bachelors 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.
• Excellent problem-solving abilities to diagnose and resolve technical issues promptly.
• Ability to work well in a team environment and collaborate with other IT professionals.
  

Additional Job Description

Individual Contributor:

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills.
  Builds knowledge of the company processes and customers.
  Solves a range of straightforward problems.
  Analyses possible solutions using standard procedures.
  Receives a moderate level of guidance and direction.