Managed IT Support Specialist

3 weeks ago

Rock Island, Illinois, United States Xerox Full time
About the Role

Xerox is seeking a skilled IT Support Specialist to join our team. As a key member of our technical support team, you will be responsible for providing expert technical assistance and support related to computer systems, hardware, and software to our customers and peers.

Key Responsibilities
  • Provide technical support and assistance to customers and peers related to computer systems, hardware, and software.
  • Administer and support PCs, laptops, mobile devices, printers, servers, and other related equipment.
  • Analyze requirements, resolve problems, install hardware or software solutions, license tracking, asset management, support, and perform maintenance, and upgrades and configuration changes.
  • 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.
  • 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 thereof.
  • 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.
Requirements
  • 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 Qualifications
  • 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).

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.

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