Service Delivery Specialist, IT

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.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it

Position Summary

We are seeking a motivated and service-oriented Service Delivery Specialist, to join our IT Service Desk team. This role is ideal for someone passionate about technology and eager to grow their career in IT support. You will be the first point of contact for internal users seeking technical assistance, helping to resolve issues related to hardware, software, and systems access.

The Specialist, IT Service Desk provides advanced technical support for end users, resolving escalated issues from Level 1 support. This role is critical in ensuring the stability and performance of Insulet's IT infrastructure, delivering exceptional service to internal stakeholders, and contributing to continuous improvement in IT operations.

Key Responsibilities

• Respond to IT support requests via phone, email, chat, in a timely and professional manner.
• Review and assign all incoming Service Desk requests and follow up to ensure resolution. 
• Work with the IT Systems Team to address and triage system issues and identify improvement opportunities
• Provide basic troubleshooting for desktops, laptops, mobile devices, printers, and standard business applications.
• Guide users through step-by-step solutions and escalate complex issues to Tier 2 and Tier 3 support groups as needed.
• Document incidents, service requests, and resolutions in the IT ticketing system (ServiceNow).
• Assist with onboarding and offboarding tasks, including account setup and hardware provisioning.
• Contribute to knowledge base articles and internal documentation.
• Follow established IT policies and procedures.
• Advanced Troubleshooting & Resolution: Resolve complex incidents and service requests related to hardware, software, and network systems escalated from Tier 1 support.
• System Maintenance & Monitoring: Perform hardware diagnostics, component replacements, and monitor systems using remote management tools to ensure optimal performance.
• End-User Support: Deliver remote support for laptop, desktop, mobile, and application issues, ensuring minimal disruption to business operations.
• User Account Management: Administer user accounts, including onboarding, role changes, and offboarding, in compliance with security and access protocols.
• Documentation & Knowledge Sharing: Maintain accurate records of issues and resolutions in the knowledge base; contribute to documentation for recurring issues and solutions.
• Escalation Management: Identify and escalate unresolved or high-impact issues to appropriate Tier 3 or infrastructure teams.
• Perform other duties as required.

Required Skills & Qualifications

• 4-5 years experience in IT support or service desk roles, bachelor's degree in information technology, computer science or related field preferred, or equivalent experience.
• Proficient in Windows OS, Microsoft 365, Active Directory, remote support tools, and basic networking concepts.
• Strong diagnostic skills with the ability to resolve technical issues efficiently and independently.
• Effective communication and people skills with a customer-first mindset. Clear and professional verbal and written communication skills for interacting with users and IT colleagues.
• Demonstrated ability to provide empathetic, responsive, and high-quality support to end users.
• Team-oriented mindset with a willingness to assist peers and contribute to group problem-solving.
• Ability to follow documented procedures and work collaboratively in a team environment.
• Willingness to learn and adapt in a fast-paced, regulated environment.

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
• Familiarity with ITIL practices and ticketing systems like ServiceNow.
• Experience supporting users in a healthcare or regulated industry is a plus.
• ITIL v3/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.