IT Service Delivery Technician II

SGS Consulting; California City (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

SGS Consulting is seeking an IT Support Specialist to monitor the Help Desk, resolve hardware and software incidents, and deploy devices using Microsoft tools.

You will manage user accounts, ensure connectivity, and collaborate with IT teams on upgrades and security. A relevant degree and ITIL knowledge are preferred, with hands-on troubleshooting experience essential.

Qualifications

• Bachelor’s degree in MIS or CS with 2–3 years IT support experience.
• ITIL knowledge preferred; relevant certifications advantageous.
• Hands-on software/hardware troubleshooting ability.
• Experience with ServiceNow ticketing system.

Responsibilities

• Monitor Help Desk ticketing system (ServiceNow) and assist customers promptly.
• Document issue resolutions per knowledge management practices.
• Deploy computers, printers, VoIP phones, and mobile devices using Intune and ABM.
• Ensure connectivity of all devices including workstations and servers.
• Manage end-user accounts and access using AD/Azure AD.
• Troubleshoot hardware and software problems; escalate as needed.
• Analyze performance of supported devices and report issues.
• Coordinate software/hardware upgrades with IT teams.
• Provide IT services for end users and visitors in region.
• Assist with security-related issues and data transfer integrity.
• Share knowledge with the support team; participate in projects.

Skills

IT Support

ServiceNow

Endpoint Management

User Accounts

Networking

Education

Bachelor’s Degree in MIS or Computer Science

ITIL knowledge

A+, Network+, Microsoft

Data Privacy knowledge

Tools

ServiceNow

Intune

Apple Business Manager

Active Directory/Azure AD

Windows 10/11, Microsoft 365

Job description

Job Responsibilities:

• Monitor and Assist: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Documentation: Prepare timely documentation of issue resolution in accordance with knowledge management practices.
• Deploy and Manage Hardware: Deploy computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.
• Connectivity: Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• User Account Management: Manage end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.
• Troubleshooting: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.
• Performance Analysis: Analyze the performance of supported devices, identify, and report common issues to the appropriate support groups.
• Collaborative Upgrades: Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• End-User Support: Provide IT services for end users, including visitors within the assigned region.
• Security: Assist with resolving security-related issues, ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best practices.
• Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.
• Project Coordination: Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
• Asset Management: Practice network asset management as per documented processes.
• Support Development Teams: Support application development teams throughout project lifecycles.
• Additional Duties: Perform other duties and special projects as assigned by the team lead.

Skills:

• IT Support & Troubleshooting (Hardware + Software)
• Ticketing System & Incident Management (ServiceNow)
• Endpoint Management & Device Deployment
• User Account & Access Management
• Networking & Connectivity Support

Education/Experience:

• Education & Experience: Bachelor’s Degree in MIS, Computer Science, OR relevant concentration preferred, with 2-3 years of experience; or 3 to 4 years of relevant and equivalent business or IT experience.
• Certifications: ITIL knowledge preferred, certification a plus. A+, Network+, Microsoft, Cisco, or other relevant technical certifications are also advantageous.
• Technical Knowledge: Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
• Troubleshooting Skills: Hands-on software and hardware troubleshooting experience.
• Data Privacy: Knowledge of applicable data privacy practices and laws.