Help Desk Technician

Electronic Systems, Inc.; Virginia; Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Help Desk Technician for a full-time remote engagement. The role involves providing tier I technical support to faculty, staff, and students, troubleshooting issues, and ensuring smooth IT operations. Ideal candidates will have strong communication skills, a high school diploma, and a basic understanding of computer hardware and software systems.

Qualifications

• High school diploma and equivalent experience or training.
• Exceptional communication and interpersonal skills.
• Proficiency with MS Office and experience with customer service.

Responsibilities

• Provide tier 1 support for college-supported applications and account inquiries.
• Monitor IT Help Desk email, ticketing system, and outage notifications.
• Assist Help Desk staff in support and escalation procedures.

Skills

Communication

Interpersonal skills

Customer service

Basic computer hardware knowledge

Proficiency with MS Office

Education

High school diploma or equivalent experience

Some college coursework in IT, computer science, or related fields

Job description

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. Responsibilities include troubleshooting problems to resolve on first contact, escalating issues to appropriate tier II support groups when necessary, and following up on open or pending issues. The technician will also provide escalated support for the IT Help Desk.

Position Details

• The position is full-time and fully remote.

Responsibilities

• Provide tier 1 support for college-supported applications and account inquiries, escalating to tier II when necessary.
• Assess issues promptly and escalate without undue delay; inform users of status through follow-up calls.
• Adhere to protocols within the support parameters of the college systems, security guidelines, and contractual/licensing agreements set by FERPA, VCCS, the client, and all vendors.
• Identify tasks, scenarios, or information that may need improvement based on evolving technologies.
• Monitor and report issues impacting daily college operations.
• Monitor IT Help Desk email, ticketing system, and outage notifications; report outages to the Help Desk lead analyst and manager.
• Update Help Desk regarding outages, instructions, or information outside normal scope.
• Send alerts regarding system outages.
• Assist Help Desk staff in support and escalation procedures for various scenarios.

Qualifications

• High school diploma and equivalent experience or training.
• Exceptional communication and interpersonal skills.
• Ability to learn and support college software systems.
• Basic computer hardware knowledge.
• Proficiency with MS Office.
• Experience with customer service in diverse environments.
• Flexibility to work nights, weekends, and remotely as needed.
• Some college coursework in IT, computer science, or related fields.
• Experience with Windows OS, MS Office, and ticketing/help desk systems.
• Experience with Blackboard, Canvas, SIS, Peoplesoft, Gmail, or similar systems used in educational environments.

Xerox is an Equal Opportunity Employer. Learn more about our diversity initiatives at https://www.xerox.com/en-us/jobs/diversity. Applicants needing reasonable accommodations can contact [e-mail].