IT Service Delivery Technician

TL;DR

IT Service Delivery Technician: Support and maintain IT hardware and software including desktops, laptops, printers, mobile devices, phones, and peripherals in office, manufacturing, and engineering environments with an accent on troubleshooting, configuration, deployment, and user support. Focus on resolving issues via ticketing system, providing after-hours support, creating documentation, and ensuring service level agreements.

Location: Salem, VA (onsite)

Company

Global manufacturer of medical device components and assemblies, regulated by FDA, with multiple sites and focus on quality management systems.

What you will do

• Provide direct IT support for hardware and software to local and remote associates via phone, email, and in-person.
• Build, configure, deploy, and image desktops, laptops, printers, and peripherals.
• Troubleshoot and resolve issues using standard operating procedures, including viruses, malware, and network problems.
• Manage user and computer objects in Active Directory, support Cisco IP phones and WebEx conferencing.
• Handle ticketing system requests to closure, provide training, and create knowledge base articles.
• Participate in continuous improvement by identifying patterns in support issues and assist other IT functions as needed.

Requirements

• Located in or able to work onsite in Salem, VA; local travel between sites and up to 10% domestic travel
• Associate’s degree required (Bachelor’s preferred); certifications like A+, ITIL V3 preferred.
• 0-3 years experience supporting Windows (7/10/XP), Office (2007-2010), Active Directory, Symantec Endpoint Protection, network printers, client networking, Cisco phones, WebEx.
• Strong problem-solving, interpersonal skills, time management, and ability to work with diverse teams.
• After-hours support availability as needed.

Nice to have

• Mac hardware/OS X, iOS device management, Altiris/Symantec Console.
• Experience with engineering tools (CAD, Pro-E, Solidworks), ERP, manufacturing support.

Culture & Benefits

• Values-driven culture emphasizing customer focus, innovation, collaboration, inclusion, candor, and integrity.
• Comprehensive benefits: medical, dental, vision, disability, life insurance, 401(k) with matching, paid holidays (80 hours/year), PTO.
• Pay-for-performance incentives, overtime, shift differentials; parental leave after one year.
• Optional supplemental insurance programs.