Xerox Helpdesk Technician in Irvine, California

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Helpdesk Technician

SUMMARY

This is an experienced level position for a Helpdesk Support Technician that has acquired sufficient training and skills to serve end users independently, as well as assist with more complex problems and projects, and help capture knowledge for others to use. They provide a quality end user experience while assisting users with moderately difficult computer hardware and software, network, printing problems, as well as assisting them in more efficiently and effectively utilizing IT (information technology) resources. They have some business area application knowledge and assist in creating Knowledge Base articles, Checklists, Work Instructions, FAQ’s and end-user training.

ESSENTIAL DUTIES

  • Provides tier one technical support by directly responding to customer concerns, requests and inquiries (via email, telephone, in person, or support ticketing system) regarding data and computing services.

  • Receive end user problem reports and resolve moderately difficult problems immediately or within the scope of the documented Service Level Agreement when possible. Record every request in the ticketing system in accordance with departmental procedures and work instructions.

  • Proactively assist users in preventing future problems by looking for root causes, correcting and documenting procedures, and providing training when appropriate. Communicate to other IS staff members of potential problems and or patterns of errors.

  • Document all communication to and from end users, including resolution and follow-up notes.

  • Follow established procedures and protocols for analyzing, responding to, documenting, and resolving customer issues in a timely manner.

  • Provides front-line help desk and desktop support to business personnel for internet, LAN and PC-based business software applications and hardware set-ups.

  • Maintain daily performance of computer systems by installing, modifying, and repairing hardware and software. Including cleaning up computers.

  • Supports third-party software applications such as Excel, Word, Outlook, Acrobat, WinZip, CuteFTP, etc.

  • Develops and maintains an inventory of all desktops, monitors, laptops, hard drives, printers, scanners, software licenses, hand-held devices, spare equipment, and peripheral equipment.

  • Assigns and coordinates office space/workstations for new employees; coordinates activities to provide and install appropriate equipment, communications services and systems.

  • Conducts P.C. orientations for new employees.

  • Manages confidential client, financial and employee information with discretion and good judgment in accordance with department and Company guidelines.

  • Additional administrative duties include postal pickup and delivery, workstation ergonomic evaluation, assigning door badges, working with building management, office supplies fulfilment, keyboard tray installation, and other tasks assigned by the Service Desk manager.

POSITION REQUIREMENTS

  • Excellent Windows 7, 8, 8.1, & 10 administration, installation, and troubleshooting skills.

  • Excellent MS Office 2010, 2013, & 2016 administration, installation, and troubleshooting skills.

  • Excellent PC Desktop/Laptop hardware installation and troubleshooting skills.

  • Excellent customer service practices and organizational abilities. Effective oral and written communication skills with the ability to communicate problems and solutions to end users.

  • Minimum two (2) years of PC Technical and/or Helpdesk Support experience.

  • Demonstrated ability to prioritize work and to work independently on multiple on-going projects/tasks.

  • Basic understanding of networking concepts and LAN/WAN technology.

  • Ability to work overtime as needed.

  • Ability to lift and carry up to 40 lbs.

  • Be available for 24x7 rotating support.

  • May require some travel to remote sites for support.

DESIREABLE SKILLS/EXPERIENCE

  • Proficient with Office 2013.

  • Familiar with SharePoint 2010.

  • Experience with Active Directory.

  • Experience with Exchange server.

  • Experience with endpoint encryption.

  • Experience with imaging software.

  • Experience with print servers.

  • Experience with desktop virtualization.

  • Familiar with Dell desktops and laptops.

  • Familiar with teleconferencing systems.

EDUCATION REQUIREMENTS

  • High School Diploma/G.E.D.

  • Bachelor’s degree preferred but not required.

  • IT certification preferred but not required.

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

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Job: IM Support

Organization: Workmans Comp Site

Title: Helpdesk Technician

Location: California-Irvine

Requisition ID: 16030440

Virtual/work from home? No