Turquoise Ridge - IT Service Delivery Technician

Job Summary:

This role provides technical assistance and support to all users of our IT systems, ensuring smooth operation and resolving issues. The ideal candidate should have excellent problem-solving skills, a strong technical background, and a passion for delivering exceptional customer service.

Responsibilities:

- Receive problem reports and requests for service via phone, email, IM, and ticketing system.

- Log and track all support requests ensuring proper documentation and timely follow-up.

- Provide accurate and timely resolution of user-facing hardware and software issues.

- Troubleshoot and resolve software and hardware issues related to desktops, laptops, printers, mobile devices, and other peripherals.

- Install, configure, and update software applications and operating systems on user devices.

- Assist with user onboarding and offboarding processes, including account setup, access management, and hardware provisioning.

- Work with other Service Delivery technicians, other IT departments, and external vendors to investigate, resolve, and properly escalate requests.

- Participate in on-call technician rotation, providing remote and possible on-site support after hours and weekends.

Required Qualifications:

- Proven experience as an IT service delivery technician in Windows-based enterprise environments.

- Strong self-directed troubleshooting and problem-solving skills with both common and unfamiliar systems and applications.

- Excellent customer service and communication abilities, capable of explaining technical concepts in simple terms and effectively communicating with individuals of widely varying computer skills.

- Ability to work both independently and collaboratively in a fast-paced environment, while managing tasks of varying priorities and properly prioritizing several concurrent tasks.

- Familiar with current standards, trends, and best practices in technology.

- Ability to travel locally routinely (valid driver’s license) required.

- Ability to lift and carry 50 lbs. occasionally.

Preferred Qualifications:

- Associate degree or higher in information technology, computer science, or a related field.

- Relevant industry certifications such as CompTIA A+ or HDI Desktop Support Technician.

- Experience with Active Directory, Microsoft 365, VoIP platforms, and other enterprise-level IT systems.

- Experience with remote support tools and ticketing systems.

- Knowledge of TCP/IP networking fundamentals.

- Knowledge or certification in ITIL practices (e.g. ITIL Foundation).