IT Service Delivery Technician II Xylem Inc. - Cheektowaga, NY

Job Description

Xylem (XYL) is a leading global water technology provider, enabling customers to transport, treat, test and efficiently use water in public utility, residential and commercial building services, industrial and agricultural settings. The company does business in more than 150 countries through a number of market-leading product brands, and its people bring broad applications expertise with a strong focus on finding local solutions to the world’s most challenging water and wastewater problems.

This is an exciting opportunity to join a leader in the design and manufacture of Heat Transfer Solutions. Our commercial sector includes expertise in the following:  HVAC, power, chemical, oil & gas, bio-fuels, mining, general industrial and Nary/marine applications. Xylem- Heat Transfer produces pre-engineered shell and tube, custom design shell and tube, gasketed plate, brazed plate, and air cooled heat exchangers under the Xylem brands Standard Xchange for the industrial market segments and Bell & Gossett for the commercial HVAC market segments.

Specifically, we are seeking an IT Service Delivery Technician II.  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.

· 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.

Xylem offers an outstanding compensation and benefits package, medical, dental and life insurances; Investment Savings Plan (includes 401K) with employer matching. If you are looking for an exciting career with a world-class organization, make the move to Xylem.

Required Experience:

· Bachelor’s Degree in MIS or Computer Science preferred, or relevant concentration, with 2-3 years of experience; or 5+ years relevant and equivalent business or IT experience.