Sr. Service Delivery Technician

The name Sotera Health was inspired by Soteria, the Greek goddess of safety, and reflects the Company’s unwavering commitment to its mission, Safeguarding Global Health®.

Sotera Health Company is a leading global provider of mission-critical sterilization and lab testing and advisory services for the healthcare industry. With a combined tenure across our businesses of nearly 200 years and our industry recognized scientific and technological expertise, we help to ensure the safety of millions of patients and healthcare practitioners around the world every year.

Across our 64 facilities worldwide, we have over 3,000 employees who are dedicated to safety and quality. We are a trusted partner to more than 5,800 customers in over 50 countries, including more than 40 of the top 50 medical device companies and 9 of the top 10 pharmaceutical companies.

Job Summary

The Senior Service Delivery Technician provides advanced technical support and service delivery for end-user computing environments across the organization. This role serves as a key escalation point for complex hardware, software, operating system, and connectivity issues while delivering a high level of customer service and technical expertise. The Senior Service Delivery Technician independently manages support requests, maintains and deploys end-user technology solutions, and partners closely with business users, IT teams, and vendors to ensure reliable technology services. This position also supports process improvement initiatives, contributes to technical documentation and standards, and provides guidance and mentoring to less experienced team members.

Work Schedule

This position is an onsite role and requires regular presence at the assigned work location in Oak Brook, Illinois. The standard work schedule is Monday through Friday, 10:00 a.m. to 7:00 p.m. CT.

Primary Responsibilities

• Provide advanced support for computers, operating systems, mobile devices, peripherals, and related technologies in a networked environment.

• Manage and prioritize assigned incidents, service requests, and support queues to ensure timely resolution and customer satisfaction.

• Troubleshoot and resolve complex hardware, software, access, connectivity, and communication issues, serving as an escalation resource for more challenging support needs.

• Install, configure, provision, and support desktop computers, laptops, printers, mobile devices, and other end-user technology.

• Administer device management activities within the Microsoft environment, including adding and removing devices and supporting user access requirements.

• Plan, coordinate, and deploy new or replacement computing equipment and technology resources for employees.

• Identify recurring technical issues, perform root cause analysis, and recommend solutions that improve service quality and operational efficiency.

• Develop, maintain, and enhance technical documentation, procedures, knowledge articles, and support standards.

• Collaborate with infrastructure, security, applications, and other IT teams to resolve complex issues and support technology initiatives.

• Build and maintain effective relationships with employees, business leaders, vendors, and other stakeholders while managing service expectations.

• Provide technical guidance, knowledge sharing, and mentoring to junior technicians and team members.

• Recommend improvements to processes, procedures, tools, and technologies that enhance the end-user experience and improve service delivery effectiveness.

• Maintain a high standard of professionalism, customer service, confidentiality, and discretion in all interactions.

• Perform other duties and responsibilities as assigned.

Qualifications

Education:

• Bachelor’s Degree in Computer Science, Information Technology, or a related field (equivalent work experience may be considered in lieu of a degree)

Experience:

• 2-5 years of experience in a desktop support, help desk, or IT service delivery role

• Experience supporting Microsoft Office 365 applications

• Hands-on experience with remote imaging and device management tools

• Exposure to Active Directory, including user and device provisioning, security groups, and group policies

• Experience with remote support tools and online ticketing systems

• Experience troubleshooting hardware (desktops, laptops, printers) and software

Characteristics:

• Strong problem-solving skills with the ability to troubleshoot technical issues independently

• Verbal and written communication skills with the ability to explain technical issues in a clear, user-friendly way

• Professional, courteous, and customer-service focused; able to build rapport with users at all levels

• Maintains confidentiality and discretion when handling sensitive user or company information

• Adaptable and organized, with strong time management and task prioritization abilities

• Works well independently and collaboratively in a team-based environment

• Demonstrates a commitment to continuous learning and improvement

Sotera Health goes to market through its three best-in-class businesses – Sterigenics®, Nordion® and Nelson Labs®. Sterigenics is a leading global provider of outsourced terminal sterilization and irradiation services for the medical device, pharmaceutical, food safety and advanced applications markets. Nordion is the leading global provider of Co-60 and gamma irradiators, which are key components to the gamma sterilization process. Nelson Labs is a global leader in outsourced microbiological and analytical chemistry testing and advisory services for the medical device and pharmaceutical industries.