IT Service Delivery Technician I

Cynet Systems•Tewksbury, MA

3d•Onsite

About The Position

The IT Service Delivery Technician I role focuses on providing timely and effective technical support to end-users. This position involves monitoring the Help Desk ticketing system, deploying and setting up hardware and software, managing user accounts, troubleshooting technical issues, and collaborating with various IT teams and business partners to ensure smooth IT operations and service delivery. The role requires a blend of technical skills, problem-solving abilities, and strong communication and collaboration capabilities.

Requirements

Graduate or Associate's Degree in MIS, Computer Science, or a relevant concentration preferred.
2-4 years of experience with a degree, or 4 to 5 years of relevant and equivalent business or IT experience.
Basic technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Intune, Azure cloud, Teams VoIP and Networking, mobile communications, and ServiceNow ticketing system.
Basic hands-on software and hardware troubleshooting experience.
Knowledge of applicable data privacy practices and laws.
Experience working within a team-oriented, collaborative environment.
Ability to prioritize work based on dependencies, technology context, and impact to the business, while remaining adaptable to changing circumstances.
Strong verbal and written communication skills.
Ability to make decisions within scope using available relevant data.
Interest in understanding business operations to improve service delivery.
Willingness to ask questions and take actions to improve tasks or processes.
Ability to collaborate effectively across functional, business, geographic, and cultural boundaries.
Demonstrated drive and self-motivation.

Nice To Haves

ITIL knowledge preferred.
A+ certification.
Network+ certification.
Microsoft certifications.
Other relevant technical certifications.

Responsibilities

Monitor the Help Desk ticketing system and provide timely assistance to customers with incidents, events, problems, requests, and projects.
Document issue resolution in the ticketing system to ensure accurate records and knowledge sharing.
Deploy and set up computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune).
Ensure proper connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
Assist in managing end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.
Identify, troubleshoot, and resolve basic hardware and software issues with computers and peripheral devices.
Escalate complex issues to higher-level support as necessary.
Monitor the performance of supported devices and report recurring issues to the appropriate support groups.
Work with business partners and other IT support teams to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.
Provide IT services for end users, including visitors within the assigned region.
Assist with resolving basic security-related issues and ensure compliance with enterprise data security standards.
Exchange information and knowledge related to IT services with other members of the support team.
Support the implementation of desktop and server systems in collaboration with other infrastructure and applications teams.
Participate in network asset management as per documented processes.
Assist application development teams as needed throughout project lifecycles.
Perform other duties and special projects as assigned by the team lead.