Technical Helpdesk & Digital Remote Support Professional II

General Information

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City

Regina

State/Province

Saskatchewan

Country

Canada

Department

TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT

Date

Tuesday, April 15, 2025

Working time

Full-time

Ref#

20035624

Job Level

Individual Contributor

Job Type

Experienced

Job Field

TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT

Seniority Level

Associate

Currency

CAD - Canada - CA

Annual Base Salary Minimum

51,120

Annual Base Salary Maximum

102,240

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit Xerox Careers. If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit Xerox Job Search.

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Purpose

Responsible for the database control and/or end user support of IT systems and their users. Provides support and technical services aimed at managing databases and/or systems as well database utilities. Provides advanced desk top support for the technical infrastructure of the company. Resolves Tier 2 level systems failures. Ensures close customer liaison both internally and externally with managed vendors. Provides Tier 2 level technical or database problem resolution to customers/end users in a technical help desk function. Escalates complex technical/database problems to field staff and technical specialists as appropriate.

Scope

General:

• Senior level job with extensive work experience
• Has developed expertise in a variety of work processes through job-related training
• Generates new and innovative solutions to complex problems, and proposes improvements to processes
• Analyzes complex technical problems and delivers solutions where precedent may not exist
• Works autonomously within established procedures and practices
• May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
• A portion of time is normally spent performing individual tasks relation to the unit or sub-unit
• Will have specialized external certification (technical roles)
  
  

Primary Responsibilities

Computer Operations:

• Sets up, coordinates and monitors the operation of electronic computer equipment, such as printers, tape and disk drives
• Selects and loads input and output, observes operation of equipment, control panels, error lights, verification printouts, error messages and faulty output
• Researches error messages and may manipulate console to properly sequence job steps after a job is interrupted
• Ensures all necessary data files are accounted for and available in order to initiate each processing task
• Monitors database systems in accordance with a schedule of operations
• Identifies hardware and software malfunctions and takes appropriate corrective action as necessary to resolve operating problems
• Maintains scheduled reports of operations activities including trouble reports, logs, etc.
• Maintains inventory of expendable supplies and may restock paper, printer ribbons, etc.
  
  

Production Control

• Determines computing resource requirements, such as computer time, memory, and priority considerations
• Schedules and monitors ad hoc and production jobs
• Ensures jobs and activities are completed accurately and on-time
• Analyzes internal user procedures, process workflow, and deadlines
• Verifies record count (input and output) for accuracy, microfiche requirements, etc.
• Evaluates processing workload and schedules jobs using job-scheduling software
• Troubleshoots processing problems and resubmits jobs as necessary and/or escalates the problem
• Ensures availability of hardware and associated equipment
• Performs various operations and library functions, such as back-up and error recovery, data/document control and report output distribution
• Maintains associated production reports and logs
• Ensures that appropriate billing records are generated for each job
  
  

Systems Technician

• PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades
• Provides quick response and maximum uptime for all users and performs end user training when necessary
• Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives
• Assists in determining suitable software to meet user requirements
• Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers
• May require PC system experience in a LAN environment, strong understanding of Windows operating systems, experience with all Microsoft Office products as well as troubleshooting experience and understanding of e-mail
• Provides technical on-site maintenance and support for new and existing systems
• This job may include any aspect of field support, and is not limited to system hardware and software, PC’s, and IP networkiing
• All other duties as assigned
  
  

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