IT Service Delivery Technician

TL;DR

IT Service Delivery Technician: Support and maintain IT hardware and software including desktops, laptops, printers, mobile devices, and peripherals with an accent on client computing in office, manufacturing, and engineering environments. Focus on troubleshooting issues, building and deploying devices, providing technical guidance, and ensuring service level agreements.

Location: Quakertown, PA area; local travel between sites required, up to 10% domestic travel; provides in-person, phone, and email support to local and remote associates.

Company

Medical device manufacturer committed to values of customer focus, innovation, collaboration, inclusion, candor, and integrity.

What you will do

• Provide support for client hardware and software, including building, configuring, and deploying desktops, laptops, and peripherals.
• Troubleshoot and resolve issues using Standard Operating Procedures, including remote support and after-hours coverage.
• Manage customer requests via ticketing system to closure, achieving service level agreements and high satisfaction.
• Create documentation and self-help articles for knowledge base; assist with server installs, backups, networking, and software deployments.
• Identify continuous improvement opportunities by monitoring support patterns to reduce recurring incidents.
• Provide backup coverage for other site support teams and technical training to associates.

Requirements

• Associate’s degree required (Bachelor’s preferred); certifications like A+, ITIL V3 preferred.
• 0-3 years experience supporting Windows 10/11, Office 365, Active Directory, endpoint security, printers, networking, Cisco phones, WebEx.
• Strong interpersonal skills, effective communication, logical problem-solving, time management, and customer-focused attitude.
• Ability to work from ticket queue, adapt to changes, and collaborate with local/remote teams.
• Adhere to safety, quality, FDA regulations, and company policies.

Nice to have

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

Culture & Benefits

• Comprehensive benefits: medical, dental, vision, disability, life insurance, adoption benefits, parental leave after one year.
• 401(k) with company match; 80 hours holidays + paid time off; overtime, shift differentials, call-in pay.
• Optional supplemental insurance: life, critical illness, hospital indemnity, accident.
• Emphasis on values-driven culture: customer success, innovation, collaboration, inclusion, candor, integrity.