Managed IT Support Specialist

Xerox - Virginia Beach, VA

Full-time - Entry Level

Virginia Beach, VA

Machinery Manufacturing

About the position

Xerox Corporation, a leader in information services technology for over a century, is seeking a Managed IT Support Specialist. This role is pivotal in providing technical assistance and support related to computer systems, hardware, and software for Xerox IT Managed Services customers and peers. The specialist will be responsible for the administration and support of PCs, laptops, mobile devices, printers, servers, and other related equipment. Key tasks include end-user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, asset management, and performing maintenance, upgrades, and configuration changes. The position demands sound independent judgment based on best practices and commonly applied standards. In this role, the Managed IT Support Specialist will collaborate with other IT personnel and may occasionally travel to support a variety of IT systems at varying levels of complexity on classified and corporate networks. The position may also require some after-hours support. Xerox offers excellent job advancement opportunities, professional growth, and tuition reimbursement for certification classes and tests. The company prides itself on a culture that promotes flexibility and a healthy work-life balance, alongside competitive compensation and comprehensive benefits offerings.

Responsibilities

• 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
• Perform other duties as assigned

Requirements

• Minimum of 5 years working as a Windows System Administrator or similar role
• 3+ years 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 all Microsoft Products: Windows 7/10/11, Server 2012/2016/2019/2022
• Experience with VMWare or Hyper-V virtualization
• Knowledge of Microsoft Entra (Azure) Administration
• Familiarity with Windows server roles, DNS, DHCP, RDS, etc.
• Proficiency in PowerShell scripting
• Experience with remote management of PCs
• Knowledge of PC hardware (laptops and desktops), printers, scanners, computer peripherals
• Experience with domain setup and maintenance
• Familiarity with Active Directory, including Azure AD
• Experience with Office 365 administration and licensing
• Knowledge of Microsoft Exchange (on-premises and O365)
• Understanding of 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

Nice-to-haves

• 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)

Benefits

• Competitive compensation (hourly compensation and applicable overtime)
• Comprehensive benefits offerings (including medical, dental, vision, life insurance)
• Retirement Plan - 401k
• Paid holidays, personal choice days, and paid time off
• A culture that offers flexibility and a healthy work life balance