Service Delivery Technician - Denver, CO

Job Summary:

We are seeking an IT Service Delivery Technician to serve as the primary technical resource for the daily operations of IT services for select Tilray Brands business entities while also supporting the execution of broader enterprise initiatives. This IT professional will utilize their advanced technical capabilities, and interpersonal skills to drive a deep partnership between the IT organization and the business entities by ensuring high availability and timely delivery of IT services, serving as a subject matter expert for IT implementations, and becoming an active liaison for project intake and continuous improvement as it relates to IT services. This individual must demonstrate a high level of personal ownership, initiative, and appropriate independence in the daily delivery of IT services.

Key Accountabilities:

• On-site support for video conferencing solutions and ensure proper functionality and/or configuration to meet employee needs.
• Remediate endpoint software and configuration issues, ensuring that endpoints remain successfully managed. Support server, network, and cloud platforms (Microsoft 365) while abiding to service level targets (SLA’s).
• Provide IT Onboarding orientation to new employees, fulfill onsite IT workspace requests.
• Manage on-site IT inventory. Maintain a high standard of data quality in an asset inventory platform (ServiceNow).
• Deploy and/or manage enterprise management tools and support solutions (Intune, JAMF, TeamViewer, etc.).
• Perform and monitor all endpoint patching activities for workstations, mobile devices, and other managed endpoint platforms.
• Knowledge of TCP/IP, DNS, WINS, DHCP, etc...
• Basic understanding of Windows Active Directory, experience using the remote tools, MCSE and other certifications a plus. A , Network a plus.
• Experience in working on ServiceNow. Daily utilization of IT ticketing system for incident and request management.
• Participate in ITSM practices such as Incident and Problem.
• Observe and report on trending IT issues and potential areas of service improvement. Participate in knowledge management and creation of knowledge base articles.
• Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer 1st focus, document processes and to communicate effectively within the team. Good team player, work closely and collaborate with a team.

Required Qualifications:

• College Diploma/University Degree in related field
• 5 years’ experience in an IT Support role in an ITIL focused environment
• Excellent organizational, verbal, and written communication skills with a keen attention to detail
• Extensive experience in supporting and administering Microsoft 365 products such as Microsoft Outlook, Teams, and Excel (SharePoint experience a plus)
• Understanding or experience enterprise directory systems such as Microsoft Active Directory and Azure/Entre ID
• Advanced understanding or experience with endpoint administration and operating systems such as Microsoft Windows, Intune, Microsoft Auto-pilot, Microsoft Endpoint Manager, macOS, and iOS (JAMF and Kandji a plus)
• Working understanding of cloud and on-premises infrastructure tools such as Veeam, VMware vCenter, Cisco Meraki, PRTG, LogicMonitor, and Microsoft Azure