Mid IT Service Delivery Specialist

About the job

The IT Service Delivery Specialist is responsible for supporting the daily IT operations of the team as part of the North America IT Service Delivery Team. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the IT Service Delivery staff to improve productivity, quality of service, and customer satisfaction by providing Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers & endpoints (PC, Mac, iOS, Android), software applications, telecommunications, and network communication issues while ensuring appropriate customer support service levels are met.

What will you do?

• Respond to requests for technical support or assistance from both local and remote users
• Diagnose and resolve technical hardware and software issues and capture information via the helpdesk system (ServiceNow)
• Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely in facilities throughout the US
• Build and maintain services relationship with end-users and IT support vendor partners
• Ensure all IT compliance activities (HIPAA/SOX404/GDPR) are being followed and assist with the gathering of control evidence as required
• Support provisioning and deprovisioning of hardware and application access to users
• Manage requests submitted to the Service Desk
• Ensure requests are documented properly
• Ensure policies/procedures/best-practices are followed
• Work with the Cyber Security Team to address system issues and identify improvement opportunities.

Minimum Requirements:

• 2+ years of hands-on ServiceDesk experience.
• Experience installing and troubleshooting Windows & Mac Operating systems.
• Experience installing and troubleshooting applications across a variety of systems environments.
• Experience with Apple and Android mobile products and MDM provisioning.
• Experience with endpoint management platforms (Microsoft SCCM, VMware AirWatch).
• Experience working with wired and wireless corporate networks.
• Advanced English Level (MUST).