Information Technology Support Technician

JOB DESCRIPTION

Duration: 6 Months contract (possibility of extension)

The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands‑on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.

Technical Support:

• Provide technical support to customers via phone, email, or in person
• Troubleshoot and resolve hardware and software issues
• Install and configure new equipment and software
• Maintain and update existing systems
• Train users on new technology and software

Service Delivery Management:

• Manage service requests and ensure timely resolution
• Monitor service performance and identify areas for improvement
• Collaborate with other teams to implement service improvements
• Develop and maintain service level agreements (SLAs)
• Build and maintain relationships with customers
• Understand customer needs and provide solutions
• Gather feedback and address any concerns or issues
• Communicate service updates and changes to customers

Documentation and Reporting:

• Document all service requests and resolutions
• Maintain accurate inventory of equipment and software
• Generate reports on service performance and customer satisfaction
• Identify trends and make recommendations for improvement

Project Management:

• Assist in planning and implementing IT projects including Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support
• Coordinate with cross‑function team members and stakeholders to ensure project success
• Monitor project progress and adjust plans as needed
• Provide updates and reports to management on project status

Quality Assurance:

• Ensure all services and processes meet quality standards
• Conduct regular audits and reviews to identify any issues or areas for improvement
• Implement corrective actions as needed to maintain quality standards
• Stay updated on industry best practices and incorporate them into service delivery processes

High Impact Behaviors:

• Continuous Professional Development:
  Professionals should be committed to lifelong learning, seeking out opportunities for self‑improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork:
  Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results‑Driven Performance:
  High‑performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration, with 3-5 years of experience; or 3 to 4 years relevant and equivalent business or IT experience.

• Working technical knowledge of current systems software, protocols, and standards, including Microsoft Intune, Directory Services, Microsoft M365, Windows 10/11, Microsoft Office 365 tools, Cisco Networking, mobile communications, Service Now Ticketing system, etc.
• Hands‑on software and hardware troubleshooting experience.
• Knowledge of applicable data privacy practices and laws.
• Experience working within a team‑oriented, collaborative environment.
• A+, Network+, Microsoft, Cisco, or other relevant technical certifications are a plus.
• Team Player

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher‑level knowledge and skills.
• Builds knowledge of the company, processes, and customers.
• Solves a range of straightforward problems.
• Receives a moderate level of guidance and direction.