Information Technology Services Specialist

Title: IT Service Delivery Technician II

Location: Charlotte, NC 28217

Duration: 6 Months of contract (Can convert to FTE)

Shift Hours: 7 AM- 4 PM

JOB DESCRIPTION

THE ROLE:

The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands-on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.

CORE RESPONSIBILITES:

Technical Support:

• Provide technical support to customers via phone, email, or in person

• Troubleshoot and resolve hardware and software issues

• Install and configure new equipment and software

• Maintain and update existing systems

• Train users on new technology and software Service Delivery Management:

• Manage service requests and ensure timely resolution

• Monitor service performance and identify areas for improvement

• Collaborate with other teams to implement service improvements

• Develop and maintain service level agreements (SLAs) Customer Relationship Management

• Build and maintain relationships with customers

• Understand customer needs and provide solutions

• Gather feedback and address any concerns or issues

• Communicate service updates and changes to customers Documentation and Reporting:

• Document all service requests and resolutions

• Maintain accurate inventory of equipment and software

• Generate reports on service performance and customer satisfaction

• Identify trends and make recommendations for improvement Project Management:

• Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.

• Coordinate with cross-function team members and stakeholders to ensure project success

• Monitor project progress and adjust plans as needed

• Provide updates and reports to management on project status Quality Assurance:

• Ensure all services and processes meet quality standards

• Conduct regular audits and reviews to identify any issues or areas for improvement

• Implement corrective actions as needed to maintain quality standards

• Stay updated on industry best practices and incorporate them into service delivery processes. High Impact Behaviors:

• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.

• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.

• Results-Driven Performance: High-performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

QUALIFICATIONS:

• A bachelor's degree in Computer Science, Information Technology, or a related field with at least 3-5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.

• Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.

• Strong customer service skills with the ability to communicate effectively with nontechnical users.
• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.

• Excellent problem-solving abilities to diagnose and resolve technical issues promptly.

• Ability to work well in a team environment and collaborate with other IT professionals.

Additional Job Description

Individual Contributor:

? Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills.

? Builds knowledge of the company, processes, and customers.

? Solves a range of straightforward problems.

? Analyses possible solutions using standard procedures.

? Receives a moderate level of guidance and direction.