The Role

The IT Service Delivery Technician manages hands-on IT service requests—installing, configuring, and troubleshooting hardware and software. The technician ensures optimal system performance, supports users, and maintains accurate service documentation to deliver reliable, business-aligned IT services.

Core Responsibilities

Technical Support

• Provide support via phone, email, and in person.
• Troubleshoot and resolve hardware/software issues.
• Install and configure new equipment and software.
• Maintain and update existing systems.
• Train users on new technology and applications.

Service Delivery Management

• Manage service requests to timely resolution.
• Monitor service performance; identify improvements.
• Collaborate with teams to implement enhancements.
• Develop and maintain Service Level Agreements (SLAs).

Customer Relationship Management

• Build and maintain strong customer relationships.
• Understand needs and provide effective solutions.
• Gather feedback and address concerns.
• Communicate service updates and changes.

Documentation & Reporting

• Document all service requests and resolutions.
• Maintain accurate hardware/software inventory.
• Report on service performance and satisfaction.
• Identify trends and recommend improvements.

Project Management

• Support IT projects (network upgrades/dressing, manufacturing machine & IT tool support, UPS, AV).
• Coordinate with cross-functional stakeholders.
• Track progress; adjust plans as needed.
• Provide status updates to management.

Quality Assurance

• Ensure services/processes meet quality standards.
• Conduct audits and reviews to spot issues.
• Implement corrective actions as needed.
• Adopt industry best practices into processes.

High Impact Behaviors

• Continuous Learning: Pursue ongoing professional development.
• Collaboration: Work well in teams; value diverse perspectives.
• Results Driven: Set high standards and deliver outcomes efficiently.

Qualifications

• Bachelor’s in CS/IT or related with 3–5 years’ experience, or equivalent hands-on experience.
• Proficient troubleshooting across endpoints, networks, and software.
• Strong customer service; communicate with non-technical users.
• Certifications such as CompTIA A+, MCP, or ITIL Foundation highly desirable.
• Excellent problem-solving and timely issue resolution.
• Team player; collaborate effectively with IT peers.