IT Service Delivery Technician I

JOB-10047499

Anticipated Start Date

September 14, 2026

Location

Tewksbury, MA

Type of Employment

Contract Hire

Employer Info

Our client is a leader in the industry of providing safe water treatment and sewage services, which is a priority for sustainability of humanity. Many infrastructure expenditures approved by Congress this past year provide job stability for employees that work in this industry. This client hires all full-time associates through temporary agencies, so our roles are typically temp-to-hire. This gives our candidates and the client an opportunity to ensure that this will be a good fit for full time role with their company. They have many locations nationally and there is an opportunity for advancement and provide benefits to their full-time employees. Safety is a priority for this client and they provide training and direction for all employees to ensure they are able to do their job safely.

Job Summary

The IT Service Delivery Technician provides first-level technical support to internal users across computer applications, hardware, network systems, and other technology services. This position is responsible for deploying and supporting endpoint hardware and software, responding to user inquiries, troubleshooting technical issues, maintaining equipment connectivity, and collaborating with other IT teams to resolve incidents and service requests.

Job Description

• Monitor and manage the IT Help Desk ticketing system, such as ServiceNow, and provide timely support for incidents, problems, service requests, events, and projects.
• Provide first-level technical assistance to employees and authorized visitors within the assigned region.
• Identify, troubleshoot, and resolve basic hardware, software, connectivity, and peripheral-device issues.
• Escalate complex or unresolved technical issues to appropriate second- or third-level support teams.
• Document troubleshooting steps, resolutions, and relevant information in the ticketing system to maintain accurate records and support knowledge sharing.

• Deploy, configure, and maintain computers, laptops, printers, multifunction devices, scanners, VoIP phones, mobile devices, and other endpoint technologies.
• Use endpoint management tools such as Microsoft Endpoint Manager (Intune) to deploy and manage hardware and software.
• Assist with software and hardware upgrades, reconfigurations, replacements, and purchases.
• Support the implementation of desktop and server systems in collaboration with infrastructure, applications, and other IT teams.

• Maintain reliable connectivity for workstations, servers, phones, mobile devices, printers, scanners, multifunction devices, and other supported equipment.
• Monitor the performance of supported devices and identify recurring issues or trends.
• Report recurring technical issues to the appropriate support groups and assist with identifying potential improvements.
• Provide basic support for Windows, Microsoft 365, networking, mobile communications, Teams/VoIP, cloud services, and related technologies.

• Assist with the setup and administration of end-user accounts, permissions, and access rights.
• Support account and access management using technologies such as Active Directory and Azure Active Directory (Azure AD).
• Follow established privacy, security, access-control, and regulatory-compliance practices when handling user accounts and organizational data.

• Assist with resolving basic IT security-related issues.
• Follow enterprise information security standards, policies, and procedures.
• Apply appropriate data privacy and security practices when supporting users, systems, and devices.
• Escalate suspected security incidents or issues according to established procedures.

• Collaborate with business partners and IT support teams to improve technology services and resolve technical issues.
• Exchange technical knowledge, troubleshooting information, and best practices with members of the IT support organization.
• Support IT infrastructure and application teams throughout technology projects and implementations.
• Assist application development teams with IT-related activities as needed throughout project lifecycles.
• Participate in special projects and other assignments as directed by the team lead.

• Participate in network and IT asset management in accordance with documented processes.
• Maintain accurate records of supported equipment and technology assets.
• Identify opportunities to improve IT processes, service quality, efficiency, and the end-user experience.

Skills Required

• Basic hands-on experience troubleshooting computer hardware, software, peripherals, and connectivity issues.
• Working knowledge of current systems software, protocols, and technology standards.
• Knowledge of ITIL principles preferred.
• A+, Network+, Microsoft, or other relevant technical certifications are a plus.
• Knowledge of applicable data privacy practices, regulations, and security requirements.
• Experience working effectively in a team-oriented and collaborative environment.
• ITIL knowledge; ITIL certification is a plus.
• Knowledge of: Windows 10/11, Microsoft 365, Microsoft Intune / Endpoint Manager, Active Directory and Azure AD, Azure cloud services, Microsoft Teams and VoIP, Networking fundamentals, Mobile communications and devices, ServiceNow or a comparable IT service management/ticketing platform

Education

• Associate's degree or graduate-level education in Management Information Systems (MIS), Computer Science, Information Technology, or a related field preferred, with 2–4 years of relevant experience.
• Alternatively, 4–5 years of relevant and equivalent business or IT experience may be considered.

Pay Rate

• $25 - $34 per hour (Compensation will be offered within this posted range based on experience, skills, and market factors)