IT Service Delivery Tech II

The Role

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.

Core 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.

Required Qualifications

• Education & Experience: Bachelors degree in MIS Computer Science or a related field preferred with 23 years of relevant experience; or 34 years of equivalent business or IT experience.

• Technical Expertise: Working knowledge of Windows 10/11 Microsoft 365 Directory Services Cisco VoIP and networking mobile communications and ServiceNow.

• Troubleshooting Skills: Hands-on experience diagnosing and resolving hardware and software issues.

Preferred Qualifications

• 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.

Additional Information
Physical Demands
The employee regularly sits or stands reaches bends and moves throughout the facility. The role occasionally requires lifting or transporting items weighing up to 50 pounds. Close vision is required to perform job duties. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment
This position operates primarily in an office environment with fluorescent lighting dust recycled air cooling fans office noise and seasonal temperature locations with factory or shop floors exposure to industrial environments and machinery may occur. Reasonable accommodations may be made as needed.

Travel Requirements
Approximately 10% travel is required.

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 well-being 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