IT Service Delivery Specialist

G-A-P Supply Corp Johnstone Northwest•Tigard, OR

3h•Onsite

About The Position

IT Service Delivery Specialist Tigard, OR Join our team as an IT Service Delivery Specialist at Johnstone Supply - The Founders Group! Competitive Pay Work / Life - Balance Winning Team WHO WE ARE - Johnstone Supply - The Founders Group is a 3rd generation family-owned wholesale distributor for heating, cooling, and refrigeration supplies and equipment. We operate across 6 states as one of the nation's largest HVAC/R distributors. Johnstone Supply offers superior customer service, technical advice and training seminars and features the industry’s most respected catalog (available both digital and online) featuring more than 80,000 quality parts, supplies and equipment. Our purpose is to keep our communities safe & comfortable! PRIMARY PURPOSE – The IT Service Delivery Specialist serves as the primary point of contact for end users and represents the face of Technical Services (TS). This role is responsible for delivering high-quality support, managing service requests and incidents, and ensuring a seamless end-user experience across core systems such as Outlook, SharePoint, and internal platforms. This individual plays a critical role in onboarding/offboarding processes, user account lifecycle management, and maintaining organizational communication structures such as distribution lists and company contact data. WORK SCHEDULE – Expectation: Exempt onsite position, Monday through Friday, 7am to 4pm

Requirements

3+ years of experience in an IT support or service desk environment with hands-on application of IT Service Management (ITSM) practices and methodologies, including incident, request, access, and problem management processes
Strong experience with Microsoft 365 (Outlook, SharePoint, Teams)
Experience managing user accounts and permissions (e.g., Active Directory or similar)
Excellent customer service and communication skills
Strong organizational and problem-solving abilities

Nice To Haves

Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Familiarity with identity and access management practices
Experience supporting onboarding/offboarding processes at scale
Basic understanding of ITIL or service management principles
Technical Adaptability – Ability to quickly learn and support new tools and systems
Process Improvement Mindset – Identifies inefficiencies and recommends improvements
Communication Clarity – Explains technical concepts in a user-friendly manner
Time Management – Effectively manages workload in a high-volume ticket environment
Collaboration – Works cross-functionally with IT teams and business stakeholders

Responsibilities

Act as the first point of contact for IT support, providing responsive and professional assistance to end users
Manage and resolve service desk tickets in alignment with IT service management procedures, escalation standards, and service-level expectations
Troubleshoot issues related to Microsoft 365 (Outlook, SharePoint, Teams, etc.) and internal systems
Escalate complex issues to appropriate teams while maintaining ownership of user experience
Create, modify, and deactivate user accounts in alignment with onboarding and offboarding processes and security policies
Provision access based on role-based standards and security policies
Maintain accurate user profiles and permissions across systems
Coordinate and execute all IT aspects of employee onboarding and offboarding
Ensure new hires are provisioned with approved access, required equipment, and standard system configuration by start date, in accordance with onboarding procedures
Ensure onboarding and offboarding activities are completed within defined operational and security control windows.
Maintain company contact information and directory accuracy
Create and manage email distribution lists and shared mailboxes
Support organizational changes by updating groups and communication structures
Develop, maintain, and standardize operating procedures to improve consistency, auditability, and service efficiency.
Contribute to knowledge base articles and user-facing documentation
Identify opportunities to improve service delivery and user experience
Serve as a Junior Subject Matter Expert (SME) for core systems and processes
Provide guidance to users and internal teams on best practices
Assist in training and onboarding of new IT staff