IT Infrastructure Support Technician

Job Description

Job Description

Position Overview

The IT Service Delivery Technician II provides technical support to internal users across hardware, software, and network systems. This role is responsible for resolving service desk requests, deploying IT equipment, and ensuring seamless IT operations across the organization.

A key aspect of this role is building strong relationships with end users and gaining a comprehensive understanding of site operations to enhance overall IT service delivery.

Key Responsibilities

Service Desk & User Support

• Monitor and manage help desk tickets (ServiceNow), ensuring timely resolution of incidents and requests
• Provide technical support to end users, including onsite and remote troubleshooting
• Support visitors and users within the assigned region

Hardware & Software Management

• Deploy and configure desktops, laptops, printers, scanners, VoIP phones, and mobile devices
• Utilize tools such as Microsoft Endpoint Manager (Intune) and Apple Business Manager
• Maintain and support connectivity across all IT equipment

System Administration

• Manage user accounts, permissions, and access via Active Directory and Azure AD
• Ensure compliance with security, privacy, and regulatory standards
• Support enterprise systems including Microsoft 365 and Windows environments

Troubleshooting & Performance

• Diagnose and resolve hardware, software, and network issues
• Analyze recurring issues and escalate when necessary
• Monitor performance and recommend improvements

Collaboration & Projects

• Partner with IT teams to implement upgrades, patches, and system improvements
• Support infrastructure and application teams across project lifecycles
• Coordinate desktop and server deployments

Documentation & Asset Management

• Maintain accurate documentation of issues, resolutions, and processes
• Manage IT assets following organizational procedures
• Contribute to knowledge sharing and continuous improvement initiatives

Required Qualifications

• Bachelor’s degree in MIS, Computer Science, or related field OR 3–4 years of relevant IT experience
• 2–3 years of hands-on experience in IT support or service desk environment
• Strong troubleshooting skills across hardware, software, and networking
• Experience with:
• • Windows 10/11 and Microsoft 365
  • Active Directory and Azure AD
  • ServiceNow or similar ticketing systems
  • Cisco VoIP and networking basics

Preferred Qualifications

• ITIL knowledge or certification
• Certifications such as A+, Network+, Microsoft, or Cisco
• Experience working in environments requiring PPE
• Exposure to manufacturing systems (e.g., CNC machine connectivity)

Additional Requirements

• Ability to travel locally within San Diego (approx. 20%)
• Comfortable working onsite in both office and light industrial/shop floor environments
• Ability to lift up to 50 lbs as needed
• Flexibility to support occasional off-hours or urgent requests

Work Environment

• Office setting with standard equipment and conditions
• Exposure to shop floor/manufacturing environments as needed
• Collaborative, fast-paced IT support environment