IT Service Delivery Technician II

SGS Consulting; Lake Michigan Beach (MI); On-site; USD 42,000 - 58,000; Full time

Job summary

SGS Consulting seeks an IT Help Desk Support specialist to deliver Tier 1-2 support across our organization. You will handle tickets, deploy devices via Intune, manage AD/Azure AD accounts, and collaborate with IT teams to ensure secure, reliable services.

Responsibilities include documenting resolutions, monitoring systems, and assisting end users including visitors in the region. Strong troubleshooting, networking, and ServiceNow proficiency are required.

Qualifications

• ITIL knowledge preferred; certifications like A+, Network+, Microsoft are a plus.
• Basic knowledge of Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking.
• Basic hands-on software and hardware troubleshooting experience.

Responsibilities

• Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents and requests.
• Document issue resolutions in the ticketing system for knowledge sharing.
• Deploy and set up computers, printers, VoIP phones, and mobile devices using Intune.
• Ensure proper connectivity of all equipment including workstations, servers, phones, and devices.
• Assist in managing end-user accounts and access rights using AD/Azure AD.
• Troubleshoot basic hardware and software issues and escalate complex cases as needed.
• Collaborate with IT teams to implement improvements, upgrades, or purchases.
• Provide IT services for end users, including visitors within the region.
• Support security and data privacy compliance.

Skills

Troubleshooting

Directory Services

Windows 10/11

Microsoft 365

Cisco VoIP

Networking

Mobile devices

ServiceNow

Education

ITIL knowledge preferred

A+, Network+, Microsoft certs a plus

Tools

ServiceNow

Intune / Microsoft Endpoint Manager

Active Directory / Azure AD

Job description

Job Responsibilities

• Help Desk Support: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Issue Documentation: Document issue resolution in the ticketing system to ensure accurate records and knowledge sharing.
• Hardware Deployment: Deploy and set up computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune).
• Connectivity Maintenance: Ensure proper connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• User Account Setup: Assist in managing 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: Identify, troubleshoot, and resolve basic hardware and software issues with computers and peripheral devices. Escalate complex issues to higher-level support as necessary.
• Performance Monitoring: Monitor the performance of supported devices and report recurring issues to the appropriate support groups.
• Collaborative Support: Work with business partners and other IT support teams to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• End-User Assistance: Provide IT services for end users, including visitors within the assigned region.
• Security Support: Assist with resolving basic security-related issues and ensure compliance with enterprise data security standards.
• Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.
• Project Participation: Support the implementation of desktop and server systems in collaboration with other infrastructure and applications teams.
• Asset Management: Participate in network asset management as per documented processes.
• Team Support: Assist application development teams as needed throughout project lifecycles.
• Additional Duties: Perform other duties and special projects as assigned by the team lead.

Skills

• Software and hardware troubleshooting experience
• Directory Services
• Windows 10/11
• Microsoft 365
• Cisco VoIP
• Networking
• mobile communications
• ServiceNow ticketing system

Education/Experience

• Certifications: ITIL knowledge preferred. A+, Network+, Microsoft, or other relevant technical certifications are a plus.
• Technical Knowledge: Basic 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: Basic hands-on software and hardware troubleshooting experience.