Service Delivery Technician

About the role

We want you for...

The Role We Want You For

Specifics of the Role

• Manage, triage, troubleshoot, and document incoming incidents and requests from end users in a courteous manner
• Provide white glove service for our executive staff, when necessary, with a sense of urgency
• Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team
• Identify and familiarize yourself with the software and hardware utilized by the organization
• Setup and support audio/video conferences and meetings
• Provide first-line-of-defense support and analysis for incoming security related incidents
• Perform post-resolution follow-ups to help maintain excellent communication and relations with the business
• Create documentation and update the Knowledge Base regularly
• Share feedback on recurring incidents to operations team
• Provide after-hours and on-call support as needed, on a rotating schedule

Requirements

• Associates or Bachelor’s degree in an IT related discipline (preferred)
• A+ certification (preferred)
• Intermediate knowledge of Windows, Mac OSX, Android, and iOS devices
• Knowledge of Information Technology Service Management (ITSM) system preferably ServiceNow
• Exchange/Office 365 administration experience
• Knowledge and experience with computer hardware i.e. BIOS, NIC, Cabling
• Customer Service/Service industry experience
• MS Office Suite support
• Active Directory experience
• Audio/video experience
• Ability to lift, up to 50 lbs.
• Strong interpersonal and communication skills
• Hungry to learn and grow in your career
• Enthusiastic, hardworking, team player who demonstrates urgency