Managed IT Services Representative

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Purpose:

Responsible for providing technical assistance and support related to computer systems, hardware, and software to Xerox IT Managed Services customer and peers; administration and support of PCs, laptops, mobile devices, printers, servers, and other related equipment. Tasks include end user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, asset management, support and perform maintenance, and upgrades and configuration changes. This position requires sound independent judgment, based on best practices and commonly applied standards.

Scope:

In this role you will also collaborate with other IT personnel, may travel occasionally, and support a variety of IT systems at varying levels of complexity on classified and corporate networks including some occasional after-hours support. Xerox offers excellent job advancement opportunity and excellent professional growth ability and tuition reimbursement for certification classes and tests.

Responsibilities include:

• Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations

• Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments

• Operating System installation for Windows Servers and Desktop systems

• Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination therefore

• Contribute to computer and network security using a variety of security-based software products and hardware appliances

• Provide some corporate networking and infrastructure device(s) support, especially as it relates to the end user devices

• Tracking and troubleshooting email related issues, including spam filtering

• Provide 2nd and 3rd level contact and problem resolution to hardware, software, and applications issues for customers.

• Resolve user-reported technical issues using available resources while following documented procedures and policies.

• Explain computer and software operations to technical and non-technical users.

• Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems).

• Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process.

• Work with third party IT vendors, providing management and oversight

• Perform other duties as assigned

Qualifications:

• Minimum of 5 years working as a Windows System Administrator or similar role

• 3+ yrs. IT customer service experience in a fast-paced help desk or customer contact environment.

• High School Diploma or equivalent required, college degree preferred

Extensive knowledge of the following:

• All Microsoft Products: Windows 7/10/11, Server 2012/2016/2019/2022

• VMWare or Hyper-V virtualization

• Microsoft Entra (Azure) Administration

• Windows server roles, DNS, DHCP, RDS, etc.

• PowerShell scripting

• Remote management of PCs

• PC hardware (laptops and desktops), printers, scanners, computer peripherals

• Domain setup and maintenance

• Active Directory, including Azure AD

• Office 365 administration and licensing

• Microsoft Exchange (on-premises and O365)

• Email security (O365 and third party)

• Strong interpersonal skills, ability to work autonomously and on a team;

• Strong written communication skills and the ability to document/diagram IT systems and procedures;

• Strong organizational skills and attention to detail

• Must be able to lift 25 pounds.

Preferred:

• Managed Services Industry Experience in a fast-paced help desk environment.

• Bachelor's Degree in an Information Technology related discipline and/or current, applicable industry-standard certifications (MCSA, Security+) or 5 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.

• Related Microsoft certifications (MCP, MCSA, MCSE)

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