IT Service Delivery Technician II

SGS Consulting; Sacramento (CA); Sur place; USD 60 000 - 80 000; Plein temps

Résumé du poste

SGS Consulting is seeking an IT Support Specialist in Sacramento to monitor Help Desk tickets, document resolutions, and deploy hardware using Intune and Apple Business Manager. You’ll manage user access with AD/Azure AD and ensure connectivity across end-user devices, servers, and peripherals.

The role emphasizes proactive troubleshooting, collaboration with IT teams, and adherence to privacy and security standards. A MIS/CS degree with 2–4 years of experience is preferred.

Qualifications

• Bachelor’s degree in MIS/CS or equivalent IT experience.
• 2–3 years in IT support or related field, or 3–4 years in IT roles.
• ITIL knowledge is a plus; relevant certifications are advantageous.

Responsabilités

• Monitor Help Desk and provide timely incident support via ServiceNow.
• Document issue resolutions and follow KM practices.
• Deploy and manage devices using Intune and Apple Business Manager.
• Ensure device/connectivity across workstations, servers, phones, and printers.
• Manage end-user access via Active Directory and Azure AD.

Connaissances

IT Support

Troubleshooting

Ticketing System

Endpoint Management

User Access Management

Formation

Bachelor's Degree in MIS/CS or related

Outils

ServiceNow

Intune/MDM

Apple Business Manager

Active Directory

Azure AD

Windows 10/11

Microsoft 365

Cisco VoIP

Description du poste

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.