IT Service Delivery Specialist (On-site)

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Job Title:                             IT Service Delivery Specialist

Department:                     IT

Manager/Supervisor:    Manager, IT Service Delivery

FLSA Status:                      Non-Exempt

SOP Group:                        IT

Position Overview:

The IT Service Delivery Specialist is responsible for supporting the daily IT operations of Insulet Corporation as part of the IT Service Delivery Team. This hands-on position is a member of the broader Global IT Service Delivery Team and will work closely with the IT Service Delivery staff to improve productivity, quality of service, and customer satisfaction.

This role will provide Tier 1 and 2 technical support to system users including troubleshooting network and server hardware, personal computers & endpoints (PC, Mac, iOS, Android), software applications, telecommunications, and network communication issues while ensuring appropriate customer support service levels are met.

Responsibilities:

• Respond to requests for technical assistance in person, via phone, and electronically for the following technologies:
  • Windows OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), Microsoft Office, basic network connectivity, etc.
• Diagnose and resolve technical hardware and software issues via the helpdesk system.
• Respond to, and drive resolution of incidents and service requests using available information resources.
• Work with the IT Systems Team to address and triage system issues and identify improvement opportunities.
• Log all help desk interactions escalating situations requiring urgent attention to IT Management.
• Supporting AV and Video Conference equipment setup.
• Document resolutions within helpdesk knowledgebase.
• Provision IT resources for new hires, including the setup and breakdown of workstations.
• Follow established IT policies and procedures.
• Performs other duties as required.

Education and Experience:

• 5+ years of desktop support experience preferred.
• The ability to troubleshoot and problem solve using a variety of support resources a must.
• ITIL v4 familiarity and/or certification a plus.
• ServiceNow Certification a plus.
• Other relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple) a plus.
• Excellent OSX desktop and server support skills
• Strong experience using and administrating JAMF

Skills/Competencies:

• Experience working with a Service Management tool to update and close incidents.
• Experience installing and troubleshooting Mac Operating systems.
• Experience installing and troubleshooting applications across a variety of systems environments.
• Experience with Apple and Android mobile products and MDM provisioning.
• Experience installing and troubleshooting applications across a variety of systems environments.
• Experience with endpoint management platforms (Microsoft Intune). VMware & AirWatch would be a plus
• Conceptual level of understanding of enterprise information security requirements.
• Strong communication and interpersonal skills to disposition high call volumes.
• Excellent customer service skills.
• Strong problem-solving skills.

Physical Requirements:

• Must be able to lift and transfer monitors and desktop systems (~20 pounds).

NOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite