Valor Water AnalyticsIT Service Delivery Technician II
Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
OverviewThe IT Service Delivery Technician provides technical support to internal end users across hardware, software, and enterprise IT services. This role is responsible for endpoint device deployment and support, identity and access management, and incident resolution using modern Microsoft technologies such as Intune, Azure AD, Microsoft 365, and ServiceNow. The ideal candidate is customer-focused, technically curious, and experienced supporting end users in a structured service desk environment.
This role will sit onsite 5 days per week in our Morrisville, NC office.
Core Responsibilities
Service Desk & End User Support
Monitor and manage incidents, requests, and problems through the ServiceNow ticketing system while meeting defined SLAs.
Provide Tier 1 and Tier 2 support for end-user hardware, software, and access-related issues.
Document troubleshooting steps, resolutions, and knowledge articles in a timely and accurate manner.
Deliver white-glove support for business users, including visitors, within the assigned region.
Endpoint & Device Management
Deploy, configure, and support desktops, laptops, mobile devices, printers, VoIP phones, and peripherals.
Manage endpoint devices and applications using Microsoft Intune and related endpoint management tools.
Ensure reliable connectivity for workstations, mobile devices, printers, and collaboration tools.
Perform hardware and software upgrades, reconfigurations, and lifecycle replacements.
Identity, Access & Security
Manage user accounts, group memberships, permissions, and access using Azure AD / Entra ID and M365.
Assist with security-related incidents, endpoint protection issues, and compliance requirements.
Ensure data integrity and security in accordance with enterprise policies and industry best practices.
Incident Management & Continuous Improvement
Proactively identify recurring issues and performance trends; collaborate with other IT teams to prevent reoccurrence.
Escalate complex incidents to appropriate infrastructure or application teams when required.
Analyze supported device performance and recommend improvements.
Collaboration & Project Support
Partner with infrastructure, application development, and security teams on projects and system enhancements.
Support application deployment and testing throughout project lifecycles.
Participate in asset management and inventory tracking processes.
Technology Environment
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Microsoft Intune / Endpoint Manager
Azure AD / Entra ID
ServiceNow (ITSM, Incident & Request Management)
Windows operating systems (Windows 10/11)
Endpoint security, device encryption, and patching tools
Required Qualifications
2+ years of experience in IT Service Desk, End User Support, or IT Service Delivery.
Hands-on experience supporting Windows endpoints and M365 environments.
Experience working with ticketing systems (ServiceNow strongly preferred).
Strong troubleshooting skills across hardware, software, and connectivity issues.
Excellent customer service and communication skills.
Preferred Qualifications
Experience with Microsoft Intune and modern endpoint management.
Familiarity with Azure AD / identity and access management.
ITIL knowledge or experience working in an ITIL-aligned service environment.
Technical certifications (Microsoft, CompTIA, ITIL) a plus.
Xylem does not provide sponsorship for this position.
#LI-RR1
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
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 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 Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation