Help Desk Technician

Overview

For 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. Our client, Virginia's largest institution of higher education is seeking a Help Desk Technician for a full-time 24-month engagement. The Help Desk Technician will act as an initial contact for IT related issues and provide tier I technical support to faculty, staff, and students via telephone, e-mail, and help tickets. Troubleshoot problems to resolve on first contact and escalate issues to appropriate tier II support groups when necessary. Follow-up on open and/or pending issues. Provide escalated support for IT Help Desk wage staff.

• The position is full-time, no weekends, and fully remote*

Responsibilities

• Provide tier 1 support for college-supported applications and account inquiries, escalate to tier II when necessary.

• Make a timely assessment of issues that may require escalation; escalate without undue delay. Inform users of status by making follow-up calls to determine problem resolution.

• Adhere to protocols within the support parameters of the college systems, security guidelines, and contractual/licensing agreements set by FERPA, VCCS, client, and all applicable vendors.

• Help identify tasks, scenarios, information, and/or internal website content that may need improving based on evolving technologies.

• Monitor and report any issues that may impact the daily operations of the college.

• Monitor IT Help Desk email, SmarterTrack ticketing system, and WhatsUP for outage notifications. Check the IT Helpdesk email box for critical communications from VCCS or client personnel that need immediate attention. Report outages to the Help Desk lead analyst and Manager.

• Update Help Desk of any outages, special exceptions or instructions, or any information and scenarios outside the normal scope of the Help Desk.

• Send out alerts regarding system outages.

• Provide assistance to the Help Desk wage staff to help determine proper support and/or escalation procedures for certain scenarios.

Qualifications

• High school diploma and equivalent experience or training.

• Exceptional communication and interpersonal skills.

• Ability to effectively learn and support several college software systems.

• Basic computer hardware knowledge.

• General knowledge of MS office.

• Basic computer hardware knowledge.

• General knowledge of MS office.

• Some experience with providing customer service in a diverse environment

• Must be flexible and able to work nights, weekends, and/or remotely (based on position as well as coverage needs).

• Some college coursework in IT, computer science or related field

• Experience with Windows Operating Systems.

• Experience with MS Office.

• Experience with ticketing/issue tracking/help desk systems.

• Experience with Blackboard, Canvas, SIS, Peoplesoft, Gmail, or equivalent student/faculty/staff resource systems utilized in educational environments.

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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