Service Delivery Technician

3 weeks ago


New York, United States SCO Full time

Job Description

Service Delivery Technician (Information Technology)

-

44588

**Description** - Technicians role is to provide a point of contact for end users to receive support and maintenance within the organizations end-user computing environment. -

This includes receiving, prioritizing, documenting, and actively resolving end-user service requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. - This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. - Troubleshoot all general Level 1 computer hardware, software, and networking issues. - The person will troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required. - Devices, such as, but not limited to, PCs, laptops, printers, scanners, modems, routers and switches at all SCO locations. - Assist in the installation and maintenance of all computer equipment including peripherals and networking. - Travel to SCO locations to provide technical support, when needed is required. - Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. - Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. - Record and manage equipment sent to repair depots for equipment under warranty or service contracts. - Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys end-user computing environment. - Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. - Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. - Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. -Develop help sheets and FAQ lists for end users. - Contribute to technician knowledgebase as needed - Reinforce SLAs to manage end-user expectations. - Provide suggestions for continual improvement. - Perform all other duties as assigned. SCO Family of Services is an Equal Opportunity Employer Schedule: Saturday 9am -5pm, Tuesday - Friday 10 - 6 with optional floater day off during week Work Sites: Glen Cove NY and Jamaica NY based upon need **Qualifications** - High School or GED required - Valid NYS Driver's License - Reliable vehicle - Relevant education, certification or work experience **Primary Location** :

New York-Nassau-Glen Cove

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