IT Service Delivery Tech II

Xylem • Texarkana, AR

72d

About The Position

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. The Technician, IT Service Delivery plays a critical role in ensuring the smooth operation and delivery of IT services across the organization. This hands-on role focuses on managing service requests, troubleshooting technical issues, and ensuring that all hardware and software systems function optimally. You will be instrumental in maintaining user satisfaction, improving service performance, and aligning IT service delivery with business objectives.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience (minimum 2 years).
• Proven ability to troubleshoot and resolve computer, network, and software issues.
• Strong customer service orientation with excellent communication skills.
• Demonstrated problem-solving and analytical capabilities.

Nice To Haves

• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation.
• Experience working in a corporate IT service environment or help desk.
• Familiarity with IT asset management and service delivery tools (e.g., ServiceNow, Jira).

Responsibilities

• Provide technical support to end users via phone, email, or in person.
• Troubleshoot and resolve hardware, software, and networking issues.
• Install, configure, and maintain IT equipment, peripherals, and applications.
• Deliver user training and guidance on new technologies and systems.
• Manage and resolve IT service requests in a timely and professional manner.
• Monitor service performance metrics and identify areas for improvement.
• Collaborate with cross-functional teams to implement service enhancements.
• Maintain compliance with established service level agreements (SLAs).
• Build strong relationships with internal customers by providing responsive and proactive support.
• Understand user needs, gather feedback, and ensure continuous improvement in service quality.
• Communicate service updates and process changes clearly and consistently.
• Maintain accurate documentation of all service requests, configurations, and resolutions.
• Track inventory of hardware, software, and other IT assets.
• Generate and analyze reports on service performance, customer satisfaction, and issue trends.
• Assist with the planning and execution of IT-related projects.
• Coordinate with stakeholders to ensure project milestones and deliverables are met.
• Provide regular updates and reporting on project progress.
• Ensure all IT services meet company quality standards.
• Participate in audits and implement corrective actions as needed.
• Stay informed of industry best practices and emerging technologies to improve service efficiency.

Benefits

• Paid Volunteer Program, Xylem Watermark.
• Employee Resource Groups (ERG).
• Commitment to providing reasonable accommodations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees