Position Summary

We are seeking a motivated and service-oriented Service Delivery Associate Specialist, to join our IT Service Desk team. This role is ideal for someone passionate about technology and eager to grow their career in IT support. You will be the first point of contact for internal users seeking technical assistance, helping to resolve issues related to hardware, software, and systems access.

Responsibilities:

• Respond to IT support requests via phone, email, chat, in a timely and professional manner.
• Review and assign all incoming Service Desk requests and follow up to ensure resolution.
• Work with the IT Systems Team to address and triage system issues and identify improvement opportunities
• Provide basic troubleshooting for desktops, laptops, mobile devices, printers, and standard business applications.
• Guide users through step-by-step solutions and escalate complex issues to Tier 2 and Tier 3 support groups as needed.
• Document incidents, service requests, and resolutions in the IT ticketing system (ServiceNow).
• Assist with onboarding and offboarding tasks, including account setup and hardware provisioning.
• Contribute to knowledge base articles and internal documentation.
• Follow established IT policies and procedures.
• Perform other duties as required.

Required Qualifications

• 2-3 years of experience in an IT support or customer service role.
• Basic understanding of Windows and macOS environments, Microsoft 365, and common enterprise applications.
• Effective communication and people skills with a customer-first mindset.
• Ability to follow documented procedures and work collaboratively in a team environment.
• Willingness to learn and adapt in a fast-paced, regulated environment.

Preferred Qualifications

• Associate's degree in information technology, Computer Science, or related field (or equivalent experience).
• Familiarity with ITIL practices and ticketing systems like ServiceNow.
• Experience supporting users in a regulated industry is a plus.
• ITIL v3/v4 familiarity and/or certification a plus.