IT Service Delivery Technician I
About the role
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- 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
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