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The Service Delivery Technician is responsible for installing, configuring, upgrading, and supporting hardware and software associated with end user equipment, including workstations, mobile devices, printers, scanners, and peripheral accessories. The position requires the technician to provide end user support and troubleshoot assigned software and hardware systems in a timely and accurate manner.
Essential Duties and Responsibilities
Assist with on-site and remote analysis, diagnosis and resolution of complex hardware and software issues, recommending corrective solutions where appropriate.
Receive and respond to incoming calls, emails, or verbal requests regarding end user support needs.
- Contact third-party, vendor-specific support, as needed, to resolve issues and assist and facilitate software patches and upgrades.
- Log, track, and report on hardware and software failures and repairs using the corporate IT help desk system.
- Provide training and support to end users on equipment operation.
- Confirm technical specifications for proposed technology equipment, networking hardware, and related products to ensure proper operation in NRC's corporate network environment.
- Conduct research on, and make recommendations for, new or custom hardware products as requested to support specific end user needs.
- Maintain up-to-date knowledge of supported hardware and software resources.
- Perform preventative maintenance to ensure that all corporate IT assets remain in satisfactory operating condition.
- Assist with operational, project, and process-based work efforts and deliverables.
- Facilitate escalation of complex issues and problems.
- Perform other duties as assigned.
Minimum Requirements
2-year degree in Computer Science or related field. Progressively responsible work experience in the technology industry may be substituted on a year-for-year basis for required degree.
3 years of experience deploying and maintaining computer hardware and software. Microsoft Certified Solutions Associate (MCSA) certifications may substitute 1 year of experience. Experience must include:
o Hardware
Datacenter equipment
Physical servers
Backup repositories
Switches and routers
Desktop and laptop workstations
Tablets and mobile devices
Peripheral accessories
o Software
Microsoft Windows Server OS
Microsoft Windows OS
Microsoft Office 365
VMware vSphere
Apple iOS
Android OS
MCSA certification is preferred.
Basic understanding and experience implementing and supporting a Microsoft Windows domain, including the following roles:
o Active Directory Domain Services
o File and Print Services
o DFS Replication
o DHCP Server
o DNS Server
o Web Server (IIS)
Knowledge and experience troubleshooting local area networks (LANs), wide area networks (WANs) and virtual private networks (VPNs).
Working Conditions and Physical Requirements
Weather: Indoors - environmentally controlled; requires most or all work to be done inside.
Noise level: The noise level in the work environment is usually that of a standard office atmosphere.
Description of environment: Office building with standard office environment.
Physical requirements: Employee is required to occasionally lift and/or move up to 25 lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift.
Travel: No
Competencies
Customer Service - Works well with users containing varying levels of knowledge, experience and technical abilities; responds to request for service and assistance; meets commitments in a timely manner.
Interpersonal Skills - Focuses on solving conflicts; avoids blaming others; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others ideals.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
The position requires reading, detailed work, problem solving, interactions with other companies, including other NANA companies, reasoning, math, language, public speaking, verbal and written communication, analytical reasoning, management of multiple concurrent tasks, and handling of constant interruptions.
Required Language
Equal Opportunity Employer/Shareholder Preference
NANA is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran protected status or any other characteristic protected by applicable law. NANA grants employment preference to shareholders of NANA and their spouses and descendants to the extent allowed by law.
It is NANA policy to conduct background checks, drug testing and a physical assessment, as applicable, once an offer has been accepted, in accordance with company and/or contract requirements.
Accommodation Request
If you are a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone or via email. In order to appropriately assist you with an accommodation, we ask that you please specify the assistance needed in order to access our jobsite and post for a position. The dedicated email and telephonic options are listed below and are reserved only for individuals with disabilities needing accessibility assistance.
To request an accommodation by telephone, contact us at: 1-800-478-2000
To request an accommodation by email, contact us at recruiting@nana.com.
