JobRialto
IT Service Delivery Technician II
JobRialto, Minneapolis, Minnesota, United States, 55400
Job Summary:
The IT Service Delivery Technician II is responsible for providing second-level technical support to internal and remote users, focusing on computer applications, hardware, and network systems. This role includes hardware/software deployment, troubleshooting, responding to inquiries, and collaborating with IT teams to resolve technical issues. The position emphasizes relationship-building and understanding site operations to enhance IT service delivery, both in-person and remotely.
Key Responsibilities: Help Desk Support: Monitor and respond to tickets, ensuring timely response and resolution of incidents and requests. Issue Documentation: Document solutions in the ticketing system for accurate records and knowledge sharing. Hardware Deployment: Set up and deploy devices such as computers, printers, and mobile devices using Microsoft Endpoint Manager. Connectivity Maintenance: Ensure proper operation of all equipment, including workstations, phones, printers, etc. User Account Management: Assist with account setup and permissions through Active Directory and Azure AD. Troubleshooting: Resolve basic hardware/software issues and troubleshoot, identify, and escalate complex problems. Performance Monitoring: Track device performance and report recurring issues to prevent future problems. Collaborative Support: Work with IT teams and business partners to facilitate improvements, upgrades, reconfigurations, and/or purchases of software and hardware. End-User Assistance: Provide on-site and remote IT support to users, including visiting employees and contractors in the assigned region. Security Support: Assist with basic security issues and ensure compliance with company policies. Knowledge Sharing: Share IT knowledge with the support team to improve overall team effectiveness. Project Participation: Assist with system implementations and upgrades to improve IT service delivery. Asset Management: Participate in network asset management activities to ensure equipment is properly tracked and maintained. Team Support: Assist development teams during project lifecycles by providing technical support and insights. Additional Duties: Complete other tasks as assigned to support IT operations. Required Qualifications:
At least 2 years of demonstrated experience in a Service Desk 2 role with expertise in Windows, Microsoft 365, laptops, printers, and in-person support. Technical Skills: Basic knowledge of systems such as Windows 10/11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow. Troubleshooting: Experience resolving hardware/software issues and performing diagnostics. Data Privacy: Knowledge of data privacy laws and best practices. Communication: Strong written and verbal communication skills. Collaboration: Ability to work independently and with remote teams in a collaborative, team-oriented environment. Planning & Prioritizing: Ability to manage and prioritize tasks based on business impact. Preferred Qualifications:
Certifications: ITIL knowledge preferred. A+, Network+, Microsoft, or similar certifications are a plus. Experience: Experience in a manufacturing setting is a plus. Certifications (if any):
ITIL knowledge (preferred) A+, Network+, Microsoft certifications, or similar certifications (a plus)
Location -
14550 28th Avenue North
Plymouth
Minnesota
USA
55447
Certification:
Network+ Certification , ITIL Certification
The IT Service Delivery Technician II is responsible for providing second-level technical support to internal and remote users, focusing on computer applications, hardware, and network systems. This role includes hardware/software deployment, troubleshooting, responding to inquiries, and collaborating with IT teams to resolve technical issues. The position emphasizes relationship-building and understanding site operations to enhance IT service delivery, both in-person and remotely.
Key Responsibilities: Help Desk Support: Monitor and respond to tickets, ensuring timely response and resolution of incidents and requests. Issue Documentation: Document solutions in the ticketing system for accurate records and knowledge sharing. Hardware Deployment: Set up and deploy devices such as computers, printers, and mobile devices using Microsoft Endpoint Manager. Connectivity Maintenance: Ensure proper operation of all equipment, including workstations, phones, printers, etc. User Account Management: Assist with account setup and permissions through Active Directory and Azure AD. Troubleshooting: Resolve basic hardware/software issues and troubleshoot, identify, and escalate complex problems. Performance Monitoring: Track device performance and report recurring issues to prevent future problems. Collaborative Support: Work with IT teams and business partners to facilitate improvements, upgrades, reconfigurations, and/or purchases of software and hardware. End-User Assistance: Provide on-site and remote IT support to users, including visiting employees and contractors in the assigned region. Security Support: Assist with basic security issues and ensure compliance with company policies. Knowledge Sharing: Share IT knowledge with the support team to improve overall team effectiveness. Project Participation: Assist with system implementations and upgrades to improve IT service delivery. Asset Management: Participate in network asset management activities to ensure equipment is properly tracked and maintained. Team Support: Assist development teams during project lifecycles by providing technical support and insights. Additional Duties: Complete other tasks as assigned to support IT operations. Required Qualifications:
At least 2 years of demonstrated experience in a Service Desk 2 role with expertise in Windows, Microsoft 365, laptops, printers, and in-person support. Technical Skills: Basic knowledge of systems such as Windows 10/11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow. Troubleshooting: Experience resolving hardware/software issues and performing diagnostics. Data Privacy: Knowledge of data privacy laws and best practices. Communication: Strong written and verbal communication skills. Collaboration: Ability to work independently and with remote teams in a collaborative, team-oriented environment. Planning & Prioritizing: Ability to manage and prioritize tasks based on business impact. Preferred Qualifications:
Certifications: ITIL knowledge preferred. A+, Network+, Microsoft, or similar certifications are a plus. Experience: Experience in a manufacturing setting is a plus. Certifications (if any):
ITIL knowledge (preferred) A+, Network+, Microsoft certifications, or similar certifications (a plus)
Location -
14550 28th Avenue North
Plymouth
Minnesota
USA
55447
Certification:
Network+ Certification , ITIL Certification