IT Service Delivery Specialist (51703)

Position Summary: 

The IT Service Delivery Specialist is responsible for supporting the efficient delivery of IT services with a primary emphasis on IT purchasing, order coordination, and end user support. This role manages procurement of IT hardware, software, and telecommunications related items; provides frontline support for service requests and incidents; and maintains accurate service, inventory, and asset records.

The IT Service Delivery Specialist contributes to operational reporting and data quality by ensuring accurate ticket documentation and maintaining IT Service Delivery databases and SharePoint lists. This role works closely with IT teams, vendors, and business stakeholders to ensure timely fulfillment of requests and a positive end user experience

Essential Job Functions

• Serves as a primary purchasing resource for IT hardware, software, cellular devices, and telecommunications related services. 
• Procures and coordinates ordering for desktops, laptops, peripherals, printers/MFPs, VOIP phones, cellular phones/hotspots, online faxing and other approved technologies. 
• Ensures purchasing activities comply with organizational procurement policies and procedures. 
• Works with IT teams and business stakeholders to clarify requirements, confirm specifications, and ensure timely procurement and delivery. 
• Communicates order status, expected delivery dates, and fulfillment updates to customers and stakeholders.
• Maintains purchasing documentation and supporting records for audit readiness (quotes, order confirmations, delivery details).
• Handles all shipping and receiving responsibilities for the department from the Henderson or Dandridge office. 

• Provides frontline support to ensure timely resolution of IT Service Delivery requests and incidents, with emphasis on customer experience and accurate documentation.

• Logs, tracks, prioritizes, and updates service requests/incidents in the ticketing system; follows up to ensure closure within expected timeframes. 
• Provides end user support for cellular device setup and troubleshooting, including configuration assistance and issue resolution. 
• Escalates complex issues to higher level IT staff as needed and coordinates with technical teams to support resolution. 
• Assists with problem investigations by documenting symptoms, steps taken, and relevant context to support root cause analysis. 
• Educates end users on request and change submission processes for IT related systems or equipment.

• Coordinates with vendors and suppliers to support timely purchasing, delivery scheduling, returns, replacements, and basic service inquiries. 
• Maintains vendor contact details and order information to support service continuity and efficient procurement. 
• Escalates vendor delays, order discrepancies, or recurring issues to the Senior Specialist/leadership as appropriate.

• Ensures tickets are accurately categorized and documented to support reliable reporting and trend analysis.
• Maintains IT Service Delivery databases and SharePoint lists, ensuring accuracy and completeness of entries. 
• Supports operational reporting by providing accurate data inputs (order status, asset updates, request classification, and closure codes). 

• Maintains inventory records for IT equipment and software licenses; supports asset lifecycle tracking from acquisition through disposal. 
• Coordinates procurement and disposal of IT assets in alignment with established procedures. 
• Contributes to documentation of IT service processes, procedures, and knowledge base articles. 
• Assists with end user training on IT services and tools to promote self service and reduce repeat incidents.

• Serves as a primary point of contact for user inquiries and concerns, providing professional, responsive, and customer focused support. 
• Facilitates effective communication between IT and business units and gathers feedback to improve service quality. 
• Supports continuous improvement of customer satisfaction survey results through consistent service delivery and follow through. 

• Identifies opportunities for process improvement and participates in initiatives to enhance service delivery. 
• Stays current on relevant technologies and best practices and suggests improvements to existing tools and processes. 

Essential Qualifications

• Excellent interpersonal, verbal, and written communication skills; bilingual English/Spanish preferred. 
• Strong organizational, task management, and customer service skills. 
• Demonstrated attention to detail, including accurate documentation and data entry. 
• Strong analytical and problem solving skills; ability to work under deadlines and pressure. 
• Ability to exercise sound judgment and discretion with sensitive information. 
• Proficiency with standard office tools and ITSM/ticketing systems
• Valid driver’s license, clean motor vehicle record, and applicable insurance as required by state law. 

Education and Experience

• Associate degree required; Bachelor’s degree in Information Technology preferred (or equivalent experience).
• 1 to 3 years of experience in IT service delivery, IT support, procurement, or related roles preferred.
• Experience in a customer facing role preferred. 
• Proficiency using vendor websites and procurement tools preferred. 
• ITIL or ITSM certifications preferred.

Working Conditions:

• Work is performed primarily in a professional, office or program setting.
• A minimum of 40 hours per week are expected but more hours may be required from time to time.  Completion of job duties may require working before and after normal working hours.  Regular attendance is required.  Being able to work as many hours as is necessary to complete job tasks is a required and essential duty of this position.

Essential Physical and Mental Demands of the Job:  The employee must be able to perform the following essential duties and activities with or without accommodation:

Physical Demands: 

• Requires mobility and physical activity: Having an adequate range of body motion and mobility to work in an office, residential, or outdoor environment including standing and walking (even and uneven surfaces), sitting for extended periods of time, bending, twisting, reaching, balancing, occasional lifting and carrying of up to 30 pounds.  Use of computer and telephone systems is required which includes coordination of eye and hand, and fine manipulation by the hands (typing, writing, and working with files).  Requires the ability to defend oneself and clients in physically abusive situations through the use of approved physical de escalation techniques.
• Requires talking: Expressing or exchanging ideas by means of the spoken word.  Talking is required to impart oral information to employees, clients, patients, and the public, and in those activities in which the employee is required to convey detailed or important spoken instructions to others accurately, loudly, or quickly. 
• Requires hearing: Hearing is required to receive and communicate detailed information through oral communication. 
• Requires seeing: Clarity of vision at 20 inches or less and at distance. This factor is required to complete paperwork for many of the employee’s essential job functions and to observe client behavior and activities in and out of the facility. 

• The normal work routine involves no exposure to human blood, body fluids or tissues.  However, exposure or potential exposure may be required as a condition of employment. Appropriate personal protective equipment will be readily available to every employee.

Mental Demands: 

• Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions.  
• Requires the ability to work and cooperate with coworkers, managers, the public and employees at all levels to exchange ideas, information, instructions and opinions.  
• Requires the ability to work under stress and in emotionally charged settings. 

Salary : $21 - $25