IT Service Delivery Technician
il y a 2 jours
Tewksbury
Job Description Job SummaryThe IT Service Delivery Technician plays a vital role in managing the operational aspects of IT services within the organization. This position involves hands-on management of service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, maintains accurate documentation, and contributes to service excellence by aligning IT services with business needs and enhancing user experience. Key ResponsibilitiesTechnical 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)., • Customer Relationship Management, • Build and maintain strong relationships with customers., • Understand customer needs and provide effective solutions., • Gather feedback and address 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., • Assist in planning and implementing IT projects (e.g., network upgrades, manufacturing machine/IT tool support, UPS, AV-related support)., • Coordinate with cross-functional team members and stakeholders., • Monitor project progress and adjust plans as needed., • Provide updates and reports to management. Quality Assurance • Ensure all services and processes meet quality standards., • Conduct audits and reviews to identify issues or areas for improvement., • Implement corrective actions to maintain quality standards., • Commit to continuous professional development and lifelong learning., • Collaborate effectively with team members and value diverse perspectives., • Maintain results-driven performance, setting high standards and achieving objectives efficiently. Required Qualifications • Bachelor’s degree in MIS, Computer Science, or related field preferred; or 3–5 years of relevant IT experience., • Working technical knowledge of current systems software, protocols, and standards (Microsoft Intune, Directory Services, Microsoft M365, Windows 10/11, Cisco Networking, ServiceNow, etc.)., • Hands-on software and hardware troubleshooting experience., • Knowledge of applicable data privacy practices and laws., • ITIL knowledge; certification preferred., • A+, Network+, Microsoft, Cisco, or other relevant technical certifications., • ITIL Certification – preferred., • A+, Network+, Microsoft, Cisco certifications – a plus. Education: Bachelors Degree Certification: Microsoft Certified Professional Company DescriptionCompunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice. We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.\r\n\r\nWe have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.