Service Delivery Coordinator IV

Responsibilities

• Resolve complex incidents and service requests related to hardware, software, and network systems escalated from Tier 1 support.
• Respond to IT support requests via phone, email, and chat in a timely and professional manner.
• Perform hardware diagnostics, component replacements, and monitor systems using remote management tools.
• Administer user accounts, including onboarding, role changes, and offboarding, in compliance with security protocols.
• Document incidents, service requests, and resolutions within the ServiceNow ticketing system.
• Contribute to the internal knowledge base by creating and maintaining technical documentation.
• Collaborate with the IT Systems Team to triage system issues and identify opportunities for operational improvement.

Requirements

• 4-5 years of experience in IT support or service desk roles.
• Proficiency in Windows OS, Microsoft 365, and Active Directory.
• Strong diagnostic skills with the ability to resolve technical issues independently.
• Excellent verbal and written communication skills with a customer-first mindset.
• Experience with remote support tools and basic networking concepts.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Familiarity with ITIL practices and ServiceNow.
• Experience supporting users within a healthcare or regulated industry.
• Relevant IT certifications such as CompTIA A+, Microsoft certifications, or ITIL v3/v4.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (PTO).
• Additional employee wellness programs.

About the Company

Insulet is an innovative medical device company dedicated to simplifying life for people with diabetes through its Omnipod product platform. Headquartered in Massachusetts, Insulet leverages cutting-edge technology to provide wearable, tubeless insulin delivery systems that improve health outcomes and break down barriers to access.