Job Description

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.

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