The IT Service Delivery role is responsible for providing Level 2 technical support to employees and customers, diagnosing and resolving technical issues related to desktops, laptops, mobile devices, applications, peripherals, and network connectivity. The role ensures timely resolution of incidents and service requests, escalating complex issues to the appropriate technical teams when required.

The position involves maintaining effective relationships with end users, providing regular updates on incident status, and collaborating with internal teams to improve service delivery and operational efficiency. Responsibilities also include documenting troubleshooting procedures, maintaining knowledge management resources, and ensuring compliance with established IT service management processes and standards.

This is a 100% onsite role. This role requires traveling to multiple company locations to provide onsite technical support, resolve escalated issues, and support hardware deployments and refreshes.

Role Expectations and Technical Competencies

• Demonstrate a strong understanding of technical concepts, principles, practices, and procedures relevant to IT service delivery and end-user support.

• Manage multiple projects of moderate complexity or contribute to specific components of larger projects.

• Work independently on routine assignments, with general guidance for new or unfamiliar tasks.

• Serve as a technical resource for less experienced team members and share knowledge to support team effectiveness.

• Present technical findings, project updates, and results during team meetings as required.

• Apply technical expertise, practical skills, and relevant training or certifications to resolve issues and support operational objectives.

Reporting and Interaction

• Work under the guidance of a supervisor or project lead on assigned tasks and project components.

• Collaborate primarily with colleagues within the job family, while coordinating with other technical teams as needed.

• Seek technical guidance from supervisors, senior engineers, or other experienced technical personnel for complex issues.

• Typically report to a manager and contribute to team and organizational objectives through individual technical expertise and execution.

Qualifications and Experience

• Bachelor’s degree with at least 5 years of relevant experience; or

• Master’s degree with at least 3 years of relevant experience.

• Equivalent relevant work experience may be considered in lieu of a degree.

• Relevant technical training and certifications are preferred, where applicable.

• Provide Level 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and other end-user technologies.

• Troubleshoot and resolve escalated incidents and service requests requiring advanced or onsite desktop support.

• Install, configure, upgrade, and maintain hardware, software, operating systems, and productivity applications.

• Support device deployments, hardware refreshes, equipment moves, additions, changes, and returns in accordance with asset management procedures.

• Document troubleshooting steps, resolutions, and recurring technical issues in ticketing and knowledge management systems.

• Collaborate with Level 1 support, infrastructure teams, application teams, and external vendors to resolve technical issues and restore services.

• Travel to various company divisions and work locations to provide onsite technical support, address escalations, execute technology deployments, and support business operations.

• Maintain flexibility to accommodate scheduled site visits, urgent onsite support requirements, and cross-divisional technology initiatives.

• Follow established IT service delivery procedures, operational standards, and customer service guidelines.

• Provide timely updates to management and end users regarding incident status, resolution progress, and outstanding issues.