IT Service Delivery Tech II
Xylem•Holland, MI
•Hybrid
About The Position
The IT Service Delivery Technician II delivers frontline and advanced IT support to end users and business partners, playing a key role in maintaining reliable, secure technology services that drive productivity and business continuity. This position provides broad exposure to enterprise IT environments, strong cross-functional collaboration, and opportunities to support system improvements and technology projects.
Requirements
- Bachelor’s degree in MIS, Computer Science, or a related field preferred, with 2–3 years of relevant experience; or 3–4 years of equivalent business or IT experience.
- Working knowledge of Windows 10/11, Microsoft 365, Directory Services, Cisco VoIP and networking, mobile communications, and ServiceNow.
- Hands-on experience diagnosing and resolving hardware and software issues.
Nice To Haves
- ITIL knowledge; ITIL certification preferred.
- Technical certifications such as A+, Network+, Microsoft, Cisco, or other relevant credentials.
- Knowledge of data privacy practices and applicable regulations.
Responsibilities
- Monitor the Help Desk ticketing system (e.g., ServiceNow) and respond promptly to incidents, service requests, problems, events, and project-related activities.
- Document issue resolution and troubleshooting steps in alignment with knowledge management best practices.
- Deploy, configure, and manage computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools such as Microsoft Endpoint Manager (Intune) and Apple Business Manager.
- Ensure reliable connectivity for workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
- Administer end-user accounts, permissions, and access rights in Active Directory and Azure AD, following security, privacy, and regulatory best practices.
- Troubleshoot and resolve hardware and software issues across computing, input/output, voice, and video environments, escalating incidents when necessary.
- Analyze device performance trends, identify recurring issues, and communicate findings to appropriate support teams.
- Collaborate with business partners and IT teams to plan and execute hardware and software upgrades, reconfigurations, and purchases.
Benefits
- paid Volunteer Program, Xylem Watermark
- Employee Resource Groups (ERG)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
