What are the responsibilities and job description for the Help Desk Technician position at Electronic Systems Inc?
Overview
About Xerox Holdings Corporation 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.
We are seeking a knowledgeable and customer‐focused Tier 2 Helpdesk Technician to provide advanced technical support across a wide range of systems, applications, and devices. This role serves as an escalation point for Tier 1 support and is responsible for troubleshooting more complex issues, performing deeper diagnostics, and ensuring timely resolution to maintain smooth business operations
Responsibilities
- Serve as the primary escalation point for Tier 1 support, handling incidents that require advanced troubleshooting.
- Diagnose and resolve issues related to hardware, software, networking, user accounts, and enterprise applications.
- Support end users with workstation setup, configuration, and maintenance (Windows/macOS).
- Troubleshoot issues involving VPN, printers, mobile devices, and collaboration tools.
- Manage tickets through the full lifecycle, ensuring accurate documentation, prioritization, and timely follow‐up.
- Perform root‐cause analysis and recommend long‐term solutions to reduce recurring issues.
- Assist with user account administration in Active Directory, Azure AD, and other identity platforms.
- Support application access, permissions, and basic system configurations.
- Collaborate with Tier 3, system administrators, and engineering teams when deeper escalation is required.
- Contribute to knowledge base articles, SOPs, and process improvements.
- Provide excellent customer service and maintain clear, proactive communication with end users.
Qualifications
- 2–4 years of IT support experience, with at least 1 year in a Tier 2 or advanced support role.
- Strong troubleshooting skills across hardware, operating systems, and enterprise applications.
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar.
- Proficiency with Windows OS; familiarity with macOS is a plus.
- Working knowledge of Active Directory, Azure AD, O365 administration, and basic networking concepts (DNS, DHCP, TCP/IP).
- Ability to analyze issues, identify patterns, and recommend solutions.
- Strong communication and customer‐service skills.
- Ability to work independently and collaborate with cross‐functional teams.