Managed IT Support Specialist
1 week ago
Xerox Corporation is a leading information services technology company that has been redefining the workplace experience for over 100 years. We are currently seeking a highly skilled Managed IT Support Specialist to join our team.
Key Responsibilities- Provide technical assistance and support related to computer systems, hardware, and software to Xerox IT Managed Services customers and peers.
- Administer and support PCs, laptops, mobile devices, printers, servers, and other related equipment.
- Perform end-user support, analyze requirements, resolve problems, install hardware or software solutions, track licenses, manage assets, and perform maintenance and upgrades.
- Collaborate with other IT personnel, travel occasionally, and support a variety of IT systems at varying levels of complexity on classified and corporate networks.
- Contribute to computer and network security using security-based software products and hardware appliances.
- Provide corporate networking and infrastructure device support, especially as it relates to end-user devices.
- Track and troubleshoot 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 problems to ensure timely resolution with internal systems.
- Serve as a liaison between customers and external support staff to ensure accurate problem interpretation.
- Maintain communication with customers during the problem resolution process.
- Work with third-party IT vendors, providing management and oversight.
- Minimum of 5 years of experience working as a Windows System Administrator or similar role.
- 3+ years of 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 Microsoft Products, including Windows 7/10/11, Server 2012/2016/2019/2022, VMWare or Hyper-V virtualization, Microsoft Entra (Azure) Administration, Windows server roles, DNS, DHCP, RDS, PowerShell scripting, remote management of PCs, PC hardware, 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.
- Ability to lift 25 pounds.
- 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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