IT Service Delivery Technician

Description

Shift Hours 7 AM- 4 PM

Fully onsite

PPE: toe shoes

Can convert to FTE

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

Qualifications:

• A 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.
• 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.