Job Description

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Helpdesk Technician is responsible for first response services by answering questions via incoming phone calls as well as incoming tickets. Will assess priority and difficulty levels while commenting on and replying to open incidents in the ticketing system. Ability to identify and organize tickets according to priority and forward tickets to Tier II and Tier III as needed. Strong aptitude in: operating systems, desktop hardware, spyware/virus removal, troubleshooting, and desktop upgrades. Responsible for updating and maintaining company/client contacts. Assist Support Services team with field work as needed. Sets and loads computer equipment with required items and prepares computer equipment for operation.

Reasonable Accommodations Statement- To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Role and Responsibilities

Answer incoming calls and make outgoing calls as the first responder in the Support Services team.

Assess, build, install, configure, upgrade, troubleshoot, and maintain hardware and software (Desktops, Laptops, OS, Applications, Printers, and Scanners).

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Respond promptly and professionally at all times to prospects, clients and fellow team members.

Answer user inquiries regarding computer software or hardware operation to resolve problems. Utilize analytical and problem solving skills to create and test solutions to hardware and software issues.

Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Recommend improvements or upgrades for internal/external hardware or software to meet demand.

Record all service work in ConnectWise PSA ticketing system and enter time against customer billing records.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

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, 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 www.xerox.com 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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