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    Service Delivery Technician - New York, United States - SCO

    SCO
    SCO New York, United States

    1 week ago

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    Description
    Job Description

    Service Delivery Technician (Information Technology)

    44588


    Description

    • Technicians role is to provide a point of contact for end users to receive support and maintenance within the organizations enduser computing environment.


    This includes receiving, prioritizing, documenting, and actively resolving end-user service requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.


    • This includes installing, diagnosing, repairing, maintaining, and upgrading all enduser devices and equipment to ensure optimal workstation performance.
    • Troubleshoot all general Level 1 computer hardware, software, and networking issues.
    • The person will troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide enduser assistance where required.
    • Devices, such as, but not limited to, PCs, laptops, printers, scanners, modems, routers and switches at all SCO locations.
    • Assist in the installation and maintenance of all computer equipment including peripherals and networking.
    • Travel to SCO locations to provide technical support, when needed is required.
    • Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
    • Record, track, and document the service desk incidentsolving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
    • Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
    • Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys enduser computing environment.
    • Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
    • Ensure that physical deskside connections (RJ45 Ethernet jacks, RJ11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
    • Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
    • Develop help sheets and FAQ lists for end users.
    • Contribute to technician knowledgebase as needed
    • Reinforce SLAs to manage enduser expectations.
    • Provide suggestions for continual improvement.
    • Perform all other duties as assigned.
    SCO Family of Services is an Equal Opportunity Employer
    Schedule:

    Saturday 9am -5pm, Tuesday - Friday with optional floater day off during week
    Work Sites:

    Glen Cove NY and Jamaica NY based upon need

    Qualifications

    • High School or GED required
    • Valid NYS Driver's License
    • Reliable vehicle
    • Relevant education, certification or work experience

    Primary Location
    :

    New York-Nassau-Glen Cove

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