What are the responsibilities and job description for the Senior IT Service Delivery Technician position at Cynet Systems?
Job Description:
Essential Functions:
Essential Functions:
- 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.
- 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.
- Data Privacy: Knowledge of applicable data privacy practices and laws.
- Team Collaboration: Experience working within a team-oriented, collaborative environment.
- Decision Making: Makes decisions within scope using available relevant data, and seeks guidance when necessary.
- Business Focus: Shows an interest in understanding how the business operates and applies this understanding to improve service delivery.
- Continuous Improvement: Willingness to ask questions and take actions to improve tasks or processes within candidates own scope of work.
- Collaboration: Willing to collaborate effectively within candidates own team and across functional, business, geographic, and cultural boundaries.
- Communication: Ensures written and oral communications are clear and appropriate for the audience.
- Accountability: Accepts responsibility for actions and results, demonstrating drive and self-motivation.
- Change Management: Supports changes within candidates area of work and engages peers and stakeholders constructively.
- Planning & Prioritizing: Able to prioritize work based on dependencies, technology context, and impact to the business, while remaining adaptable to changing circumstances.
- Mobility: Regularly required to sit or stand, reach, bend, and move about the facility.
- Lifting: Must occasionally lift/transport up the candidate should be able to lift 50 pounds with assistance.
- Vision: Vision abilities required by this job include close vision.
- Office Environment: Fluorescent lighting, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise.
- Shop Floor: In locations with a factory or shop floor, exposure to factory/shop environments and machinery.
