IT Service Delivery Specialist

The Role
The Service Delivery Specialist will provide technical support to GTI staff. The successful candidate is a highly motivated, dedicated, personable, flexible, highly experienced IT team member who facilities support requests placed by our employees located in retail, cultivation, and offices. The candidate must be able to work independently on a team, and on multiple projects with minimal supervision . They must be a proven technical expert and also a proven leader within a team setting who enjoys teaching, training, and guiding.
Ability to travel 10-20% of the time and reliable transportation required. This is a hybrid role and requires a few days in office work at our Chicago HQ.
Responsibilities

• Working as part of a service delivery team, to provide technical support to assigned clients, both remote and on-site.
• Follow standard operating, ticketing procedures to image, update and resolve computer and software application issues for new and existing employees
• Ability to mentor Service Delivery Specialists to deliver quality ticket outcomes and provide input via established metrics.
• Troubleshooting of IT related problems from software to hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android), printers and owning them to resolution.
• Lead effort to standardize and centralize Knowledge base and develop metrics improving resolution rates based on KB articles.
• Occasionally visiting retail stores and grow/manufacturing facilities for general maintenance and incident response
• Experience with imaging, configuring, and deploying devices with an ability to follow documentation
• Create and maintain documentation and training for end users, assist with creation of Knowledge Base articles for ITSM tool (Freshservice), and documentation for IT coworkers (new equipment procedures, fixes, etc.)
• Log all work (project related and support related in the ticketing system)
• Escalate unresolved calls to appropriate internal third Tier Service Delivery teams or third-party vendors
• Maintaining an Asset Database and track changes
• Assume role as a liaison between product vendor support and hosted clients

Qualifications

• 3+ years' experience in an IT role preferred
• Imaging experience with MDT or SCCM preferred
• Deep Active Directory knowledge including creating and maintaining User Accounts, executing password resets, Creating Distribution Lists, in depth knowledge of user provisioning
• Strong knowledge of Microsoft cloud-based applications (Office 365 Admin Portal, Azure, SharePoint, Exchange, OneDrive, and Project)
• Proficiency with appropriately handling spam, malware, and third-party email security applications
• The ability to not only juggle tasks/projects, but also to handle shifting priorities at a moment's notice
• Excellent judgement, able to operate with little oversight
• Resourceful in your technical ability as well as responsive and conscientious to employee needs
• Excellent communication skills, both written and verbal. Ability to communicate clearly with technical and non-technical coworkers
• Strong ability to walk users through fixes and explain concepts to users who have different levels of IT familiarity
• The ability to lift items up to 45 pounds (required in the handling of shipments, server hardware, etc.)
• Provide On-Call after hours support on a rotating schedule with other team members
• Ability to travel 10-20% of the time and reliable transportation required
• Other duties as assigned by IT department leadership

Additional Requirements

• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Must possess valid driver's license
• Must be a minimum of 21 years of age
• Computer Science or related certificates preferred.
• This role requires to be in-office/on-site
• Must pass all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry

GTI prefers all new hires to be fully vaccinated against COVID-19 and provide proof of vaccination at time of hire