IT Service Delivery Tech II

The Role:

Xylem is seeking IT Service Delivery Technician to effectively provide technical support to Xylems internal users of computer applications hardware and network systems (e.g. PCs servers cloud services). Additional responsibilities of this role will include deployment of endpoint hardware and software products and services along with answering questions regarding system procedures online transactions and systems status. As IT Service Delivery Technician you will collaborate with other teams within IT to restore service and identify problems along with maintaining a troubleshooting tracking log to ensure timely resolution of problems. A key focus of this role is on relationship building and on developing a holistic understanding of site operations to enhance IT service delivery.

Core Responsibilities:

Monitor and Assist: Monitor the Help Desk ticketing system (e.g. ServiceNow) and provide timely assistance to customers with incidents events problems requests and projects.

Documentation: Prepare timely documentation of issue resolution in accordance with knowledge management practices.

Deploy and Manage Hardware: Deploy computers printers multifunction devices scanners VoIP phones and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.

Connectivity: Ensure connectivity of all equipment including workstations servers phones mobile devices printers scanners and multifunction devices.

User Account Management: Manage enduser accounts permissions and access rights using systems like Active Directory and Azure AD following best practices regarding privacy security and regulatory compliance.

Troubleshooting: Anticipate mitigate identify troubleshoot and resolve hardware and software problems with computers input/output fleet voice and video equipment. Escalate incidents as necessary.

Performance Analysis: Analyze the performance of supported devices identify and report common issues to the appropriate support groups.

Collaborative Upgrades: Work with business partners and other IT support teams to schedule and perform software and hardware improvements upgrades reconfigurations and/or purchases.

EndUser Support: Provide IT services for end users including visitors within the assigned region.

Security: Assist with resolving securityrelated issues ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best practices.

Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.

Project Coordination: Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.

Asset Management: Practice network asset management as per documented processes.

Support Development Teams: Support application development teams throughout project lifecycles.

Additional Duties: Perform other duties and special projects as assigned by the team lead.

Qualifications:

Education & Experience: Bachelors Degree in MIS Computer Science or relevant concentration preferred with 5 years of experience; or 7 years of relevant and equivalent business or IT experience.

Certifications: ITIL knowledge preferred certification a plus. A Network Microsoft Cisco or other relevant technical certifications are also advantageous.

Technical Knowledge: Working technical knowledge of current systems software protocols and standards including Directory Services Windows 10/11 Microsoft 365 Cisco VoIP and Networking mobile communications and ServiceNow ticketing system.

Troubleshooting Skills: Handson software and hardware troubleshooting experience.

Data Privacy: Knowledge of applicable data privacy practices and laws.

Team Collaboration: Experience working within a teamoriented collaborative environment.

Decision Making: Makes evidencebased decisions using all available relevant data understanding when to seek guidance.

Business Focus: Continuously learns how the business operates and applies this understanding to improve service delivery.

Continuous Improvement: Asks questions and takes actions to improve tasks or processes within his/her own scope of work.

Collaboration: Collaborates effectively across functional business geographic and cultural boundaries.

Communication: Ensures written and oral communications are simple clear and audienceappropriate.

Accountability: Takes responsibility for actions results and learning demonstrating drive and selfmotivation.

Change Management: Supports and implements change within his/her area of work engaging peers and stakeholders.

Planning & Prioritizing: Leverages processes and systems to prioritize work that yields the most business value remaining agile to adapt to changing circumstances.

Additional Information:

Physical Demands:

Mobility: Regularly to sit or stand reach bend and move about the facility.

Lifting: Must occasionally lift/transport up to 50 pounds.

Vision: Vision abilities required by this job include close vision.

Work Environment:

Office Environment: Fluorescent lighting dust recycled air cooling fans semienclosed areas central heating seasonal warmer temperatures and office noise.

Shop Floor: In locations with a factory or shop floor exposure to factory/shop environments and machinery.

Travel: 10 travel .

At Xylem youll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program Xylem Watermark. We prioritize our employees wellbeing through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylems transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation