Information Technology Help Desk Technician

IT Service Delivery Technician I

The Role: This role provides first-level technical support to the organization's internal users of computer applications, hardware, and network systems. It involves deploying endpoint hardware and software products and services, responding to inquiries regarding system procedures, online transactions, and systems status, and collaborating with other IT teams to resolve issues. The role emphasizes relationship building and developing a comprehensive understanding of site operations to enhance IT service delivery.

Essential Functions:

· Help Desk Support: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.

· Issue Documentation: Document issue resolution in the ticketing system to ensure accurate records and knowledge sharing.

· Hardware Deployment: Deploy and set up computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune).

· Connectivity Maintenance: Ensure proper connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.

· User Account Setup: 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.

· Troubleshooting: Identify, troubleshoot, and resolve basic hardware and software issues with computers and peripheral devices. Escalate complex issues to higher-level support as necessary.

· Performance Monitoring: Monitor the performance of supported devices and report recurring issues to the appropriate support groups.

· Collaborative Support: Work with business partners and other IT support teams to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.

· End-User Assistance: Provide IT services for end users, including visitors within the assigned region.

· Security Support: Assist with resolving basic security-related issues and ensure compliance with enterprise data security standards.

· Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.

· Project Participation: Support the implementation of desktop and server systems in collaboration with other infrastructure and applications teams.

· Asset Management: Participate in network asset management as per documented processes.

· Team Support: Assist application development teams as needed throughout project lifecycles.

· Additional Duties: Perform other duties and special projects as assigned by the team lead.

Minimum Qualifications:

· Education & Experience: Associate’s Degree in MIS, Computer Science, or a relevant concentration preferred, with 1-2 years of experience; or 2 to 3 years of relevant and equivalent business or IT experience.

· Certifications: ITIL knowledge preferred. A , Network , Microsoft, or other relevant technical certifications are a plus.

· Technical Knowledge: Basic technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.

· Troubleshooting Skills: Basic hands-on software and hardware troubleshooting experience.

· Data Privacy: Knowledge of applicable data privacy practices and laws.

· Team Collaboration: Experience working within a team-oriented, collaborative environment.

· Decision Making: Makes decisions within scope using available relevant data, and seeks guidance when necessary.

· Business Focus: Shows an interest in understanding how the business operates and applies this understanding to improve service delivery.

· Continuous Improvement: Willingness to ask questions and take actions to improve tasks or processes within his/her own scope of work.

· Collaboration: Willing to collaborate effectively within his/her own team and across functional, business, geographic, and cultural boundaries.

· Communication: Ensures written and oral communications are clear and appropriate for the audience.

· Accountability: Accepts responsibility for actions and results, demonstrating drive and self-motivation.

· Change Management: Supports changes within his/her area of work and engages peers and stakeholders constructively.

· Planning & Prioritizing: Able to prioritize work based on dependencies, technology context, and impact to the business, while remaining adaptable to changing circumstances.

Physical Demands:

· Mobility: Regularly required to sit or stand, reach, bend, and move about the facility.

· Lifting: Must occasionally lift/transport up to 50 pounds.

· Vision: Vision abilities required by this job include close vision.

Work Environment:

· Office Environment: Fluorescent lighting, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise.

· Shop Floor: In locations with a factory or shop floor, exposure to factory/shop environments and machinery.

· Travel: Up to 10% travel required.