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!

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.

• 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

• Experience working with a Service Management tool to update and close incidents.


• Experience installing and troubleshooting Windows based endpoints.


• 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 (VMware AirWatch, Intune)


• 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.

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

NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office at least 1x/week; may work remotely other days). #LI-Hybrid

Additional Information:
The US base salary range for this full-time position is $81,070.00 - $121,825.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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