Vacancy expired!
Title: Service Delivery Technician
Location: Memphis, TN
Duration : Long Term – Contract
Job Duties:
Responsible for customer support across the City of Memphis, 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.
Essential Functions:
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.
Minimum Qualifications:
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.
Analytical Decision Making
Business Focused Delivery
Cross-Boundary Collaboration
Influential Communication
Inspiring Accountability
self-motivation, and a willingness to challenge the status quo. Aligns words with action: follows through on commitments, and openly and proactively communicates when commitments will not be met.
Managing Change
Planning and Prioritizing Work
Regularly required to sit, stand, walk and reach with hands and arms.
Frequently required to communicate orally.
Ability to use hands and fingers dexterously to operate office equipment.
Vision abilities required by this job include close vision. Office: Florescent lighting, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise Shop: In locations factory or shop floor, exposure to factory/shop and machinery.
REQUIRED QUALIFICATIONS
· Driver’s license with a clean driving record
· Pass background check
· Ability to lift 60lbs. repeatedly
· Local Travel: 10%
· Ability to work remotely as needed
Vacancy expired!