IT Service Delivery Analyst

As an IT Service Delivery Analyst at RES, you will play a key role in delivering a friendly, responsive, and effective technology support experience for RES employees. You will serve as a front-line member of the IT team, helping end users resolve technical issues, supporting software and hardware deployments, maintaining system and asset documentation, and contributing to training and process improvement efforts. This role is ideal for someone who enjoys solving problems, helping people, and working as part of a distributed team in a fast-paced, growing organization.

We are looking for someone with strong customer service instincts, clear communication skills, and a practical, solutions-oriented approach to technical support. The right candidate is comfortable working with both remote and in-office employees, enjoys being part of a geographically distributed team, and can stay organized and responsive in a dynamic, rapid-growth environment. You should bring an effective diagnostic process, sound problem-solving skills, and a desire to help build standard operating procedures and scalable support practices.

In this role, you will provide timely and effective support through the IT ticketing system, ensuring tickets are properly triaged, documented, updated, and resolved or escalated as needed. You will use remote support and monitoring tools to assist end users, maintain software and hardware asset records, and support the deployment of technology across the organization. You will also help create training materials, answer frequently asked questions, and provide technical assistance to employees with varying levels of technical comfort. Working closely with the IT Service Delivery Lead and the broader IT team, you will help identify technical needs, support repeatable processes, and contribute to a strong internal service culture.

• BS/BA required
• Five years of experience in a front-line customer service environment supporting technology
• Strong communication and customer service skills
• Experience supporting employees across varying levels of technical proficiency
• Demonstrated success delivering strong customer service in a technology support environment

What will make you stand out?

• Familiarity with remote support tools, ticketing systems, or similar support platforms
• Familiarity with Windows 10 and Windows 11 deployment and support
• Experience with software distribution, application support, and hardware diagnostics
• Experience with cybersecurity controls such as awareness training, MFA, and EDR;
• Working knowledge of Active Directory, Security Groups, and Group Policies
• Hands-on experience installing and supporting Office 365, Microsoft Teams, ESRI ArcGIS, Autodesk Civil 3D, Adobe Creative Cloud, and Bluebeam.