What are the responsibilities and job description for the IT Service Delivery Technician II position at APN Software Services Inc?
THE ROLE :
Provide second-level technical support for internal and remote users, assisting with computer applications, hardware, and network systems and audio / video systems. Tasks include deploying hardware / software, troubleshooting, responding to inquiries, and collaborating with IT teams to resolve issues. The role focuses on in-person and remote relationship-building and understanding site operations to improve IT service delivery.
ESSENTIAL DUTIES / PRINCIPAL RESPONSIBILITIES :
Help Desk Support : Monitor and respond to tickets, ensuring timely response and resolution of incidents and requests.
Issue Documentation : Document solutions in the ticketing system for accurate records and knowledge sharing.
Hardware Deployment : Set up and / or deploy devices like computers, printers, and mobile devices using Microsoft Endpoint Manager.
Connectivity Maintenance : Ensure proper operation of all equipment (workstations, phones, printers, etc.).
User Account Management : Assist with account setup and permissions via Active Directory and Azure AD.
Troubleshooting : Resolve basic hardware / software issues and troubleshoot, identify, and escalate complex problems.
Performance Monitoring : Track device performance and report recurring issues.
Collaborative Support : Work with IT teams and business partners to facilitate software and hardware improvements, upgrades, reconfigurations, and / or purchases.
End-User Assistance : Provide on-site and remote IT support for users and visiting employees / contractors within the assigned region.
Security Support : Assist with basic security issues and ensure compliance.
Knowledge Sharing : Share IT knowledge with the support team.
Project Participation : Assist with system implementation and upgrades.
Asset Management : Participate in network asset management.
Team Support : Assist development teams during project lifecycles.
Additional Duties : Complete other tasks as assigned.
Local point of contact for audio / video systems
Responsible for external customer support related to the site
QUALIFICATIONS :
Must have 3 - 5 years of demonstrated Service Desk 2 experience with expertise in Windows, Microsoft 365, laptops, printers, and providing in-person support.
Technical Skills : Basic knowledge of systems like Windows 10 / 11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow.
Troubleshooting : Experience with hardware / software troubleshooting.
Data Privacy : Knowledge of data privacy laws.
Collaboration : Ability to work alone, and with remote teams, in a team-oriented and supported environment.
Communication : Clear written and verbal communication.
Planning & Prioritizing : Ability to manage tasks based on business impact.
Preferred Certifications : ITIL knowledge preferred. A , Network , Microsoft, or similar certifications a plus.
