THE  ROLE: This role provides technical support to the organization's internal users of computer applications, hardware, and network systems (e.g., PCs, servers, cloud services); deploys endpoint hardware and software products and services; answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT to restore service and identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems. A key focus is on relationship building and 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 end-user 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. 
• End-User Support: Provide IT services for end users, including visitors within the assigned region. 
• Security: Assist with resolving security-related 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: Bachelor’s Degree in MIS, Computer Science, or relevant concentration preferred, with 2-3 years of experience; or 3 to 4 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: Hands-on software and hardware troubleshooting experience. 
• Data Privacy: Knowledge of applicable data privacy practices and laws. 
• Team Collaboration: Experience working within a team-oriented, collaborative environment. 
• Decision Making: Makes evidence-based 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 audience-appropriate. 
• Accountability: Takes responsibility for actions, results, and learning, demonstrating drive and self-motivation. 
• 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. 

DAY IN THE LIFE: In this role, you will work primarily in an office setting and the physical demands may include but not limited to light lifting up to 50 lbs. In locations with a factory or shop floor, exposure to factory/shop environments and machinery. In addition, this role will require travel up to 10%.

Xylem does not provide visa sponsorship for this position

Job postings will include a wide salary range, with each role's pay falling within that range. The starting salary is based on factors such as skills, experience, location, and market conditions.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees' well-being through our DE&I initiatives and 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 Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation