IT Service Delivery Technician I
About the role
This vacancy has now expired. Please click here to view live vacancies.
- Provides support to both local and remote users. Logs all end-user issues in the Helpdesk Call tracking system.
- Responds to end user calls as a first tier of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem. Feeding back/supporting end-users through problem resolution in a prompt, professional and polite manner
- Responsible for the daily support of network and workstation operating systems, workstation connectivity, and end-user applications.Excellent communication skills. Strong problem-solving skills
- Receives questions in person, via email or via telephone from users having problems using computer software and hardware or inquiring how to use specific software such as database, word processing, electronic mail, operating systems, and printing.
- Performs network troubleshooting to isolate and diagnose common network problems and works with other IT Department Staff in the resolution of network related issues
- Performs Helpdesk Administration duties such as creating new accounts, directories, and granting access rights on the network systems and servers
- Performs Network Administration duties such as Exchange administration, Citrix administration, FilePrint Server Administration and Data backup administration.
- Performs Telephony Administration such as Handset Installation and maintenance, Voicemail administration, call monitoring administration and maintenance of telephone lines (analogue and digital).
- Performs first level Application Support on ICON Applications (OracleSQL Databases).
- Maintains a complete hardware and/or software listing for all equipment and peripherals. Ensures Support & Maintenance agreements are in place for all IT Equipment.
- Involvement and ability to lead IT projects. Excellent organizational, project management, communication and customer service skills. Including, time management, accountability, and administrative follow up.
- Be familiar with ICON SOP’s; ensure that as part of IT that you adhere to IT and all ICON SOP’s.
- All current Microsoft Windows platforms
- Microsoft Active Directory Services
- Microsoft Office 2000/2003
- DNS / WINS / DHCP / TCP/IP
- Strong knowledge of LANS / WANS
- Strong knowledge of Hardware maintenance (Video / network cards, RAM upgrades)
- Good knowledge of Exchange - User account setup, access permissions etc.
- This position requires a strong set of communications skills and customer service experience. Good organizational and written skills and the ability to interact with staff at all levels of our organization are essential.
- A Bachelor's degree (B.A.) in a computer related discipline, two to three years’ experience in a previous similar role are required; or equivalent combination of education and experience.
- Citrix Presentation Server
- Exchange 5.5 / Exchange 2003
- Oracle
- MS SQL
- Altiris Experience
- MCSE certification
Impactful work. Meaningful careers. Quality rewards.
At ICON, our employees are our greatest strength. That’s why we are committed to empowering you to live your best life, both inside and outside of work. Whether your ambition is lead a global team, become a deep scientific or technical expert, work in-house with our customers or gain experience in a variety of different ICON functions, we will support you in realising your full potential. See all locations Learn more about Our Culture at ICON
Day in the life
.png)
Teaser label
IndustryContent type
BlogsPublish date
06/06/2025
Summary
Building Connections that Drive Progress In an industry where collaboration is critical to advancing science and improving patient outcomes, networking is more than a professional courtesy - it’s
.png)
Teaser label
IndustryContent type
BlogsPublish date
05/29/2025
Summary
Blood Cancer Day Blood Cancer Day is a powerful reminder of the millions of individuals and families whose lives are affected by hematological malignancies every year. These diseases are complex,
.png)
Teaser label
IndustryContent type
BlogsPublish date
05/22/2025
Summary
World Schizophrenia Awareness Day 2025 Every year on 24 May, World Schizophrenia Awareness Day offers a vital opportunity to raise awareness, dismantle stigma, and celebrate the strength of individ
Similar jobs at ICON
Salary
Location
China, Shanghai
Location
Beijing
Shanghai
Remote Working
Home or Office
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Operations
Job Type
Permanent
Description
We are currently seeking a Senior Clinical Associate to join our diverse and dynamic team. As a Senior Clinical Associate at ICON, you will play a critical role in overseeing and supporting the execut
Reference
JR131035
Expiry date
01/01/0001
Author
Jessica ZhongAuthor
Jessica ZhongSalary
Location
Korea, South
Department
Clinical Monitoring
Location
South Korea
Seoul
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
(Sr.) CRA I or II, Home-based, South Korea As a (Sr.) CRA I or II you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence.
Reference
2025-120101
Expiry date
01/01/0001
Author
Sonia OhAuthor
Sonia OhSalary
Location
Brazil, Sao Paulo
Location
Sao Paulo
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Drug Safety
Job Type
Permanent
Description
We are currently seeking a Pharmacovigilance Associate to join our diverse and dynamic team. As a Pharmacovigilance Associate at ICON, you will play a vital role in monitoring and ensuring the safety
Reference
JR131552
Expiry date
01/01/0001
Author
Florencia PistolesiAuthor
Florencia PistolesiSalary
Location
Brazil, Sao Paulo
Department
Clinical Monitoring
Location
Sao Paulo
Remote Working
Home or Office
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own I
Reference
JR131451
Expiry date
01/01/0001
Author
Ana LuciaAuthor
Ana LuciaSalary
Location
Canada
Department
Biometrics Roles
Location
Canada
Business Area
ICON Strategic Solutions
Job Categories
Clinical Data Management
Clinical Data Scientist Lead
Clinical Systems
Data Standards Consultant
Job Type
Permanent
Description
As a Clinical Data Manager you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence. En tant que responsable des données clinique
Reference
2025-120354
Expiry date
01/01/0001
Author
Brendan HoeyAuthor
Brendan HoeySalary
Location
United States, Canada
Department
Biometrics Roles
Location
Canada
United States
Business Area
ICON Strategic Solutions
Job Categories
Clinical Data Management
Clinical Data Scientist Lead
Clinical Systems
Data Standards Consultant
Job Type
Permanent
Description
As a Clinical Data Manager you will be joining the world’s largest & most comprehensive clinical research organisation, powered by healthcare intelligence. En tant que responsable des données clinique
Reference
2025-120351
Expiry date
01/01/0001
Author
Brendan HoeyAuthor
Brendan Hoey