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IT Service Delivery Technician I

  • Massachusetts, Tewksbury

  • 09/03/2026

  • Contract

  • Active

Job Description:

  • Job Summary
    The IT Service Delivery Technician I provides first-level technical support to internal users of computer applications, hardware, and network systems. This role involves deploying endpoint hardware/software, responding to inquiries, troubleshooting issues, and collaborating with IT teams to enhance service delivery. The position emphasizes relationship building and a strong understanding of site operations to improve IT support effectiveness.

    Key Responsibilities
    1. Help Desk Support: Monitor ticketing systems (e.g., ServiceNow) and provide timely assistance for incidents, requests, and projects.
    2. Issue Documentation: Record resolutions to ensure accurate knowledge sharing.
    3. Hardware Deployment: Set up computers, printers, scanners, VoIP phones, and mobile devices using Microsoft Endpoint Manager (Intune).
    4. Connectivity Maintenance: Ensure proper connectivity for workstations, servers, phones, and peripherals.
    5. User Account Setup: Manage accounts and access rights via Active Directory and Azure AD.Troubleshooting: Identify and resolve hardware/software issues; escalate complex problems.
    6. Performance Monitoring: Track device performance and report recurring issues.
    7. Collaborative Support: Partner with IT teams to facilitate upgrades, improvements, and purchases.
    8. End-User Assistance: Deliver IT services to employees and visitors.
    9. Security Support: Resolve basic security issues and ensure compliance with enterprise standards.
    10. Knowledge Sharing: Share IT service knowledge with team members.
    11. Project Participation: Assist in desktop/server system implementations.
    12. Asset Management: Support asset management processes.
    13. Team Support: Provide assistance to application development teams.
    14. Perform other duties and special projects as assigned.

    Minimum Qualifications
    1. Graduate/Associate’s degree in MIS, Computer Science, or related field preferred.
    2. 2–4 years of relevant experience, or 4–5 years equivalent IT/business experience.
    3. ITIL knowledge preferred; certifications such as A+, Network+, Microsoft are a plus.
    4. Basic technical knowledge of Windows 10/11, Microsoft 365, Intune, Azure cloud, Teams VoIP, networking, mobile communications, and ServiceNow.
    5. Hands-on troubleshooting experience with hardware/software.
    6. Knowledge of data privacy practices and laws.
    7. Strong collaboration and communication skills.

    Core Competencies
    1. Decision-making within scope using relevant data.
    2. Business awareness to align IT services with operational needs.
    3. Continuous improvement mindset.
    4. Effective collaboration across teams and geographies
    5. Clear written and oral communication.
    6. Accountability and self-motivation.
    7. Adaptability to change management.
    8. Strong planning and prioritization skills.

    Physical Demands
    • Regular sitting, standing, reaching, bending, and facility mobility.
    • Occasional lifting/transporting up to 50 lbs.
    • Close vision required.

    #ZRCOMP 



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