IT Service Delivery Tech II

TL;DR

IT Service Delivery Technician II: Delivers frontline and advanced IT support to end users and business partners, maintaining reliable, secure technology services with an accent on incident response, device management, and system connectivity. Focus on troubleshooting hardware/software issues, administering user accounts, and collaborating on upgrades and projects.

Onsite Holland, Michigan (Office). Approximately 10% travel required.

Company

Fortune 500 global water technology company with 23,000 employees operating in over 150 countries, addressing critical water challenges through innovative solutions.

What you will do

• Monitor Help Desk ticketing system (e.g., ServiceNow) and respond to incidents, service requests, problems, events, and project activities.
• Deploy, configure, and manage computers, printers, VoIP phones, and mobile devices using Microsoft Endpoint Manager (Intune) and Apple Business Manager.
• Administer end-user accounts and access rights in Active Directory and Azure AD, following security best practices.
• Troubleshoot hardware/software issues across computing, voice, and video environments, escalating when necessary.
• Analyze device performance trends and communicate findings to support teams.
• Collaborate with business partners and IT teams on hardware/software upgrades and purchases.

Requirements

• Bachelor’s degree in MIS, Computer Science, or related field preferred, with 2–3 years relevant experience; or 3–4 years equivalent IT/business experience.
• Working knowledge of Windows 10/11, Microsoft 365, Directory Services, Cisco VoIP, networking, mobile communications, and ServiceNow.
• Hands-on experience diagnosing and resolving hardware and software issues.

Nice to have

• ITIL knowledge or certification.
• Technical certifications such as A+, Network+, Microsoft, or Cisco.
• Knowledge of data privacy practices and regulations.

Culture & Benefits

• Inclusive environment with Employee Resource Groups (ERG) and commitment to Equal Employment Opportunity.
• Paid Volunteer Program (hirify.global Watermark).
• Reasonable accommodations for disabilities.
• Office environment with potential exposure to industrial settings.