IT Service Delivery Technician II

Title: IT Service Delivery Technician II
Location: Cheektowaga, NY 14227
Duration: 6 Months
Shift Hours: 8 hrs per day, 5 days/week

Provides technical support to the organization's internal users of computer applications, hardware and network (e.g., PCs, servers, mainframes); deploys end point hardware and software products and services, answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT in order to restore service and/or identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems.
 ·        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, Cisco VoIP and Networking, mobile communications, Service Now Ticketing system, etc.
·         Hands-on software and hardware troubleshooting experience.
·         Knowledge of applicable data privacy practices and laws.
·         Experience working within a team-oriented, collaborative environment.
·         A+, Network+, Microsoft, Cisco, or other relevant technical certifications a plus.

·         Monitor the Help Desk ticketing and provide timely assistance to customers with incidents, events, problems, requests and projects.
·         Prepare timely documentation of issue resolution.
·         Deploy computers, printers, multifunction devices, scanners, faxes, VoIP phones and mobile devices.
·         Manage all computers, operating systems, and software required by end-user.
·         Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, faxes and multifunction 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 problems with computers, input/output fleet, voice and video equipment. 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.
·         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.
·         Practice network asset management as per documented processes.
·         Support application development teams throughout project lifecycles.
·         Perform other duties and special projects as assigned by the team lead.

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