Service Delivery Support Technician

okgov; Oklahoma; On-site; USD 50,000 - 55,000; Full time

Job summary

The Administrative Office of the Courts (AOC) is seeking a Service Delivery Support Technician. This in-person role provides Tier 1 and 2 technical support, diagnosing hardware, software, and network issues in a service desk environment.

Responsibilities include excellent customer service, ITIL-aligned ticket handling, security practices per NIST, and collaboration with IT teams to deploy updates and manage accounts, while maintaining clear documentation and knowledge base content.

Qualifications

• Excellent customer service, phone and in-person support.
• Strong troubleshooting for hardware, software and network.
• Familiar with ITIL incident/problem/change management.
• Experience with endpoint deployment and updates.
• Adhere to security policies and NIST frameworks.

Responsibilities

• Provide excellent customer service by handling requests for assistance in person, by email, or over the phone in a service desk environment.
• Deliver Tier 1 and Tier 2 technical support by diagnosing and troubleshooting complex hardware, software, and network issues.
• Monitor tickets in the IT Service Management (ITSM) system and process them according to priority and ITIL principles for incident, problem, and change management.
• Escalate reported high-priority incidents or problems to ensure visibility and swift resolution.
• Leverage AI tools and emerging technologies to assist with research, troubleshooting, problem diagnosis, and automation of IT support tasks.
• Document internal IT Service Desk procedures, create and maintain accurate solutions in the knowledge base system, and conduct periodic reviews for process improvements.
• Perform software deployments, updates, driver installations, and BIOS updates using endpoint management tools.
• Create and send announcement notifications to customers regarding system outages, security alerts, and new functionality.
• Adhere to security policies and NIST cybersecurity frameworks when handling sensitive information and responding to security-related incidents.
• Assist with user account management and password resets.
• Perform other related duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Documentation

Independent work

Tools

Windows Server

Active Directory

Microsoft 365

Intune

Entra ID

Job description

Service Delivery Support Technician

Agency: 677 SUPREME COURT

Supervisory Organization: Supreme Court [JM]

Job Posting End Date: Refer to the date listed at the top of this posting, if available. Continuous if date is blank. Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date: (Continuous if Blank)

Full/Part-Time: Full time

Job Type: Regular

Compensation: $50,000 - $55,311 Commensurate with education and experience.

Applicants must be authorized to work in the United States without the need for employment-based visa sponsorship now or in the future. The employer does not provide visa sponsorship for current, continued, or future work authorization.

Applicants must be authorized to work in the United States without the need for employment-based visa sponsorship now or in the future. The employer does not provide visa sponsorship for current, continued, or future work authorization.

All interviews are in-person / on-site.

Travel expenses will not be provided for in-person interviews.

This position is in-person / on-site only. Remote work is not authorized.

Job Description

Position Description: The Administrative Office of the Courts (AOC) is seeking a self-motivated person to join the organization as a Service Delivery Support Technician. The Service Delivery Support Technician should possess the skills necessary to provide excellent customer service while fielding phone calls and requests for technical assistance by performing question/problem diagnosis and guiding users through systematic solutions in a service desk environment.

Salary: Commensurate with education and experience.

FLSA Exemption: Non-exempt.

Responsibilities and Essential Functions

• Provide excellent customer service by handling requests for assistance in person, by email, or over the phone in a service desk environment.
• Deliver Tier 1 and Tier 2 technical support by diagnosing and troubleshooting complex hardware, software, and network issues.
• Monitor tickets in the IT Service Management (ITSM) system and process them according to priority and ITIL principles for incident, problem, and change management.
• Escalate reported high-priority incidents or problems to ensure visibility and swift resolution.
• Leverage AI tools and emerging technologies to assist with research, troubleshooting, problem diagnosis, and automation of IT support tasks.
• Document internal IT Service Desk procedures, create and maintain accurate solutions in the knowledge base system, and conduct periodic reviews for process improvements.
• Perform software deployments, updates, driver installations, and BIOS updates using endpoint management tools.
• Create and send announcement notifications to customers regarding system outages, security alerts, and new functionality.
• Adhere to security policies and NIST cybersecurity frameworks when handling sensitive information and responding to security-related incidents.
• Assist with user account management and password resets.
• Perform other related duties as assigned.

Knowledge, Skill, and Ability Requirements

• Excellent verbal and written communication skills, including the ability to explain complex technical solutions clearly to all levels of the organization.
• Advanced troubleshooting expertise for complex hardware, software, and network issues in a Tier 1 and Tier 2 service desk environment.
• Strong analytical and problem-solving skills, with high attention to detail and adaptability to changing priorities.
• Demonstrated ability to work independently and collaboratively within a team environment.
• Exceptional organizational, customer service, and documentation skills.
• In-depth knowledge of PC hardware.
• Proficiency with current Windows server and client operating systems, Windows Active Directory, Microsoft 365 services (including Teams, SharePoint, and OneDrive), Microsoft Intune, Microsoft Entra ID, and printer queue management.
• Knowledge of Windows-based infrastructure technologies, including file and print services, NTFS share and folder permissions, DNS, wireless, WAN/LAN technologies, printers, and cabling standards.
• Knowledge of ITIL principles for incident, problem, and change management.
• Familiarity with NIST cybersecurity frameworks and best practices for handling sensitive information and responding to security incidents.
• Experience with endpoint management tools and practices for software deployments, updates, driver installations, and BIOS configurations.
• Familiarity with the use of AI tools for research, troubleshooting, and automation in an IT suppo