IT Help Desk (Service Delivery Technician)

Zycron has joined with a public sector client in search of an IT Service Delivery Technician.Responsible for customer support, following established policies and procedures, adhering to schedules and meeting service levels. Oversees that appropriate documentation and records are kept. Communicates with other departments and customers to ensure satisfactory customer support.

• Monitor the ServiceNow ticketing system and provide timely assistance to customers with incidents, events, problems, requests, and projects.
• Prepare timely documentation of issue resolution.
• Deploy computers, printers, multi-function devices, scanners, faxes, phones.
• Manage all computers, operating systems, and software required by end-user.
• Ensure connectivity of all equipment including workstations, servers, phones, printers, scanners, faxes, and multi-function devices.
• Manage end user accounts, permissions, and access rights in accordance with best practices regarding privacy, security, and regulatory compliance.
• Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software. Escalate incidents, as necessary.
• Analyze the performance of the supported devices, identify, and report common issues to the appropriate support groups.
• Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• Provide IT services for end users including visitors within the assigned region.
• Assist with resolving security related issues.
• Exchange information and knowledge related to IT services with other members of the support team.
• Ensure the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
• Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
• Perform other duties and special projects as assigned by the team lead.

• Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration, with 2-3 years of experience; or 3 to 4 years relevant and equivalent business or IT experience.
• ITIL knowledge preferred, Certification a plus.
• Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows XP/7/10, Microsoft Office 2003 – 2013, VoIP and Networking, mobile communications, Service Now Ticketing system, etc.
• Hands-on software and hardware troubleshooting experience.
• Experience working within a team-oriented, collaborative environment.
• A+, Network+, Microsoft, or another relevant technical certification a plus
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