IT Service Delivery Technician II

Xylem•Morrisville, NC

12d

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. We’re Hiring for an IT Service Delivery Technician ! If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark ! THE ROLE : This role provides technical support to the organization's internal users of computer applications, hardware and network (e.g., PCs, servers, mainframes); deploys end point hardware and software products and services, answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT in order to restore service and/or identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems. We offer a full benefits package to include Flexible Time Off (FTO) for salaried positions, health, dental, vision, investment savings plan, and additional miscellaneous benefits.

Requirements

Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration, with 3-5 years of experience; or 3 to 4 years relevant and equivalent business or IT experience.
Working technical knowledge of current systems software, protocols, and standards, including Microsoft Intune, Directory Services, Microsoft M365, Windows 10/11, Microsoft Office 365 tools, Cisco Networking, mobile communications, Service Now Ticketing system, etc.
Hands-on software and hardware troubleshooting experience.
Knowledge of applicable data privacy practices and laws.
Experience working within a team-oriented, collaborative environment.

Nice To Haves

ITIL knowledge preferred, Certification a plus.
A+, Network+, Microsoft, Cisco, or other relevant technical certifications a plus.

Responsibilities

Monitor the Help Desk ticketing system and provide timely assistance to customers with incidents, events, problems, requests and projects.
Prepare timely documentation of issue resolution.
Deploy computers, printers, multifunction devices, scanners, faxes, VoIP phones and mobile devices.
Manage all computers, operating systems, and software required by end-user.
Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, faxes and multifunction devices.
Manage end user accounts, permissions and access rights in accordance with best-practices regarding privacy, security, and regulatory compliance.
Anticipate, mitigate, identify, troubleshoot and resolve hardware and software problems with computers, input/output fleet, voice and video equipment.
Escalate incidents as necessary.
Analyze the performance of the supported devices, identify and report common issues to the appropriate support groups.
Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
Provide IT services for end users including visitors within the assigned region.
Assist with resolving security related issues.
Exchange information and knowledge related to IT services with other members of the support team.
Ensure the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
Practice network asset management as per documented processes.
Support application development teams throughout project lifecycles.
Perform other duties and special projects as assigned by the team lead.