Compunnel
IT Service Delivery Technician II
Compunnel, Washington, District of Columbia, us, 20022
Job Summary:
We are seeking an IT Service Delivery Technician II to provide second-level technical support to both internal and remote users. This role involves supporting computer applications, hardware, network systems, and audio/video systems. The technician will assist with hardware/software deployment, troubleshoot technical issues, respond to inquiries, and collaborate with IT teams to resolve issues. This position requires strong in-person and remote relationship-building, as well as an understanding of site operations to improve IT service delivery.
Key Responsibilities: Help Desk Support: Monitor and respond to tickets, ensuring timely resolution of incidents and requests. Issue Documentation: Accurately document solutions in the ticketing system to create detailed records and facilitate knowledge sharing. Hardware Deployment: Set up and deploy devices, including computers, printers, and mobile devices, using Microsoft Endpoint Manager. Connectivity Maintenance: Ensure all equipment (workstations, phones, printers, etc.) operates properly. User Account Management: Assist with account setup and permission management via Active Directory and Azure AD. Troubleshooting: Resolve basic hardware/software issues and troubleshoot complex problems, escalating as needed. Performance Monitoring: Track device performance and report recurring issues to IT teams for further action. Collaborative Support: Work closely with IT teams and business partners to support hardware/software upgrades, improvements, reconfigurations, and purchases. End-User Assistance: Provide on-site and remote IT support for users and visiting employees/contractors within the assigned region. Security Support: Assist with basic security issues and ensure compliance with internal security protocols. Knowledge Sharing: Share IT knowledge with the support team to improve team expertise. Project Participation: Assist in system implementation and upgrades. Asset Management: Participate in network asset management and tracking. Team Support: Assist development teams during project lifecycles. Additional Duties: Complete other tasks as assigned, including acting as the local point of contact for audio/video systems and providing support to external customers related to the site. Qualifications:
Experience: 3 - 5 years of demonstrated experience in Service Desk 2 roles, with expertise in Windows, Microsoft 365, laptops, printers, and providing in-personsupport. Technical Skills: Basic knowledge of Windows 10/11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow. Troubleshooting: Proven experience in troubleshooting hardware/software issues. Data Privacy: Knowledge of data privacy laws and their application in IT services. Collaboration: Ability to work independently as well as in collaboration with remote teams in a team-oriented environment. Communication Skills: Strong written and verbal communication skills, with the ability to explain technical information to non-technical users. Planning & Prioritizing: Excellent task management skills with the ability to prioritize based on business impact. Preferred Certifications: ITIL knowledge preferred, along with certifications such as A+, Network+, Microsoft, or similar certifications.
Certification:
Network+ Certification , ITIL Certification
We are seeking an IT Service Delivery Technician II to provide second-level technical support to both internal and remote users. This role involves supporting computer applications, hardware, network systems, and audio/video systems. The technician will assist with hardware/software deployment, troubleshoot technical issues, respond to inquiries, and collaborate with IT teams to resolve issues. This position requires strong in-person and remote relationship-building, as well as an understanding of site operations to improve IT service delivery.
Key Responsibilities: Help Desk Support: Monitor and respond to tickets, ensuring timely resolution of incidents and requests. Issue Documentation: Accurately document solutions in the ticketing system to create detailed records and facilitate knowledge sharing. Hardware Deployment: Set up and deploy devices, including computers, printers, and mobile devices, using Microsoft Endpoint Manager. Connectivity Maintenance: Ensure all equipment (workstations, phones, printers, etc.) operates properly. User Account Management: Assist with account setup and permission management via Active Directory and Azure AD. Troubleshooting: Resolve basic hardware/software issues and troubleshoot complex problems, escalating as needed. Performance Monitoring: Track device performance and report recurring issues to IT teams for further action. Collaborative Support: Work closely with IT teams and business partners to support hardware/software upgrades, improvements, reconfigurations, and purchases. End-User Assistance: Provide on-site and remote IT support for users and visiting employees/contractors within the assigned region. Security Support: Assist with basic security issues and ensure compliance with internal security protocols. Knowledge Sharing: Share IT knowledge with the support team to improve team expertise. Project Participation: Assist in system implementation and upgrades. Asset Management: Participate in network asset management and tracking. Team Support: Assist development teams during project lifecycles. Additional Duties: Complete other tasks as assigned, including acting as the local point of contact for audio/video systems and providing support to external customers related to the site. Qualifications:
Experience: 3 - 5 years of demonstrated experience in Service Desk 2 roles, with expertise in Windows, Microsoft 365, laptops, printers, and providing in-personsupport. Technical Skills: Basic knowledge of Windows 10/11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow. Troubleshooting: Proven experience in troubleshooting hardware/software issues. Data Privacy: Knowledge of data privacy laws and their application in IT services. Collaboration: Ability to work independently as well as in collaboration with remote teams in a team-oriented environment. Communication Skills: Strong written and verbal communication skills, with the ability to explain technical information to non-technical users. Planning & Prioritizing: Excellent task management skills with the ability to prioritize based on business impact. Preferred Certifications: ITIL knowledge preferred, along with certifications such as A+, Network+, Microsoft, or similar certifications.
Certification:
Network+ Certification , ITIL Certification