Overview

About Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. XIT Staffing, a division of Xerox dedicated to staffing solutions, is committed to collaborating closely with our internal clients to fulfill their staffing needs.

Xerox's XIT Staffing Division is actively seeking Help Desk Technicians for upcoming positions within our expanding team. We collaborate closely with our clients to identify, expedite, and fulfill their staffing requirements. The selected technicians will deliver precise and prompt technical support to customers through phone, email, and chat interactions. These calls will encompass a range of technical issues and varying levels of urgency. These rolee entail not only addressing technical queries but also efficiently escalating calls or tickets to the relevant team when necessary.

Responsibilities

* Remotely diagnosing and resolving both hardware and software issues

* Managing a high volume of incoming calls from internal clients

* Delivering Level One and Level Two support, with escalation procedures in place for complex issues

* Consistently providing exceptional customer service

* Accurately documenting call details and maintaining the ticketing system with updates

Qualifications

* Exceptional documentation, communication, and customer service capabilities

* Proficient in managing PCs and laptops

* Skilled in remote troubleshooting of diverse technical issues

* Innovative problem-solving skills with a focus on determining root causes

* Knowledgeable in key networking components, network operating systems, and fundamental computer hardware

* Experienced with various ticketing systems including Service Now, Remedy, and ConnectWise

* Familiar with Windows Operating Systems, MS Office, remote desktop services, and network diagnostics

* Competent in ensuring secure remote access

* Intermediate proficiency with iOS/Android mobile platforms

* Basic understanding of Windows PowerShell

Required Certifications:

* CompTIA A

* Microsoft MCT (various) - preferred

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at https://www.xerox.com/en-us/jobs/diversity and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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