IT Service Delivery Technician II

Descrizione

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.

CORE RESPONSIBILITIES:  To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• 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.

QUALIFICATIONS**:**

• Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration, with 2-3 years of experience; or 3 to 4 years relevant and equivalent business or IT experience.
• ITIL knowledge preferred, Certification a plus.
• Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows XP/7, Microsoft Office 2003 – 2010, Cisco VoIP and Networking, mobile communications, Remedy 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.
• A+, Network+, Microsoft, Cisco, or other relevant technical certifications a plus.

DAY IN THE LIFE**:**

In this role, the working environment is generally in an office setting.  The physical demands may include but are not limited to moving around in an office environment, frequent oral communication, close vision, and ability to operate office equipment.  In addition, this role may include approximately 10% or less travel.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG).  Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace.  Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.

Join the global Xylem team today!  Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position.  Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.  Xylem reserves the right to modify this job description or assign other duties to this position as needed.