IT Service Delivery Technician II

SGS Consulting; Lansing (MI); Vor Ort; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

SGS Consulting in Lansing, MI, is seeking an IT Help Desk Support specialist to provide timely end-user assistance, manage incidents, and document resolutions across the organization.

You will deploy and configure devices via Intune, maintain network connectivity, assist with AD/Azure permissioning, and work with IT peers to drive improvements while ensuring security compliance for all users and visitors in the region.

Qualifikationen

• Basic hands-on software and hardware troubleshooting experience.
• Familiarity with Directory Services and Windows client OS.
• ITIL knowledge preferred; relevant certifications are a plus.

Aufgaben

• Monitor the Help Desk ticketing system and provide timely customer support.
• Document issue resolutions in the ticketing system for knowledge sharing.
• Deploy and configure computers, printers, VoIP phones, and mobile devices using Intune.
• Maintain connectivity of all devices including workstations, servers, phones, printers, and scanners.
• Assist with end-user account setup and access rights using Active Directory and Azure AD.
• Troubleshoot hardware and software issues; escalate complex problems as needed.
• Monitor device performance and report recurring issues to appropriate teams.
• Collaborate with IT and business partners on improvements, upgrades, and purchases.
• Provide IT services for end users, including visitors in the region.
• Assist with basic security-related tasks and ensure data security compliance.
• Share knowledge related to IT services with the support team.
• Support desktop and server system implementations with other teams.
• Participate in network asset management per processes.
• Assist application development teams during project lifecycles.
• Perform other duties and special projects as assigned by the team lead.

Kenntnisse

Troubleshooting

Directory Services

Windows 10/11

Microsoft 365

Cisco VoIP

Networking

Mobile communications

ServiceNow

Ausbildung

ITIL knowledge

A+ Certification

Network+ Certification

Microsoft Certification

Tools

ServiceNow

Intune

Jobbeschreibung

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 5, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
• Troubleshooting Skills: Basic hands-on software and hardware troubleshooting experience.