IT Service Delivery Technician

Job#: 3044613

Job Description:
IT Service Delivery Technician

Location: Des Moines, Iowa (Partial Remote)

Role Overview

This role provides customer service support by handling calls, emails, walk-ups, and ServiceNow tickets. The technician will assist members, sponsors, and employees with technology questions and needs. The position involves hands-on conference room and desk-side support, along with authoring and distributing communication under direction.

Key Responsibilities

• Perform first-call resolution or escalation for Service Desk Incidents and Requests.
• Document, research, and resolve technical problems to ensure timely resolution and recommend process improvements.
• Analyze, troubleshoot, and resolve hardware and software issues, involving third-party vendor support as needed.
• Provide hands-on conference room, desk-side, and walk-up support.
• Perform desktop hardware services and repairs, including imaging and remote assistance.
• Manage virtual desktop sessions, entitlements, and application assignments.
• Install and configure software and monitor systems daily to ensure environment uptime and stability.
• Utilize scripts to resolve more complex technical issues.
• Provide first-line defense by authenticating users, including performing account enablement, password resets, and enrollment in multi-factor authentication.
• Assist with root cause analysis for service interruptions and develop Subject Matter Expertise in ServiceNow modules.
• Update records in the asset management system and collaborate with other teams to resolve issues.
• Create and update department documentation such as Knowledge Base Articles and procedures.
• Participate in an on-call rotation.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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