IT Service Delivery Analyst

Day in the Life

You will provide timely and effective support through the IT ticketing system, ensuring tickets are properly triaged, documented, updated, and resolved or escalated as needed.

You will use remote support and monitoring tools to assist end users, maintain software and hardware asset records, and support the deployment of technology across the organization.

You will also help create training materials, answer frequently asked questions, and provide technical assistance to employees with varying levels of technical comfort.

Qualifications

• Familiarity with remote support tools, ticketing systems, or similar support platforms
• Familiarity with Windows 10 and Windows 11 deployment and support
• Experience with software distribution, application support, and hardware diagnostics
• Experience with cybersecurity controls such as awareness training, MFA, and EDR; Working knowledge of Active Directory, Security Groups, and Group Policies
• Hands-on experience installing and supporting Office 365, Microsoft Teams, ESRI ArcGIS, Autodesk Civil 3D, Adobe Creative Cloud, and Bluebeam.

What You Will Bring

• BS/BA preferred; GED required
• Five years of experience in a front-line customer service environment supporting technology
• Strong communication and customer service skills
• Experience supporting employees across varying levels of technical proficiency
• Demonstrated success delivering strong customer service in a technology support environment