Technical Helpdesk Associate

2 weeks ago


Winnipeg, Manitoba, Canada Xerox Canada Ltd. Full time
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 and explore our commitment to diversity and inclusion.
The Service Desk Technician provides support to users experiencing technical problems, managing requests and providing information. They serve as the first point of contact for customers over the phone, email and chat.
Location:
Onsite in Winnipeg
Schedule:
Monday through Friday
  • Key Responsibilities: Diagnose and resolve technical hardware and software issues, provide timely customer feedback, and support the roll-out of new applications, provide first-touch resolutions, among other duties.
  • Expanded Role: The Service Desk Technician acts as a support liaison between the company and its customers. They provide technical support, answer queries, troubleshoot issues, and ensure customer satisfaction by resolving their technical problems promptly.
  • Competencies: Technical expertise, customer service orientation, communication skills.
  • Experiences: Hands-on experience in technical support, experience in resolving a wide range of IT issues, excellent customer service skills.

Qualifications:
Education:
  • Certificate or Degree in Information Technology, Computer Science or a related field preferred.
  • Preferred Information Technology Certifications are a plus. (e.g., CompTIA A+, Network +. Microsoft Azure Fundamentals, Microsoft 365 Certified Endpoint Administrator Associate)

Technical Skills:
  • Proficient in troubleshooting issues on Windows and MacOS
  • Ability to diagnose and resolve hardware issues with Desktops and Laptops
  • Basic understanding of Networking concepts, including IP addressing, DHCP and DNS
  • Ability to troubleshoot network connectivity issues
  • Proficient in troubleshooting common software applications such as Microsoft Office Suite, Web Browsers (e.g., Google Chrome, Firefox, Microsoft Edge), knowledge of Sage 50 and Quickbooks are considered a plus
  • Knowledge and experience in remote desktop tools such as Sophos Connect and Sonicwall Netextender are considered a plus
  • Understanding of antivirus software and basic malware detection as well as awareness of cybersecurity best practices
  • Basic knowledge of Active Directory concepts, including user account creations, group policies and permissions.
  • Experience with E-mail systems (e.g., Microsoft 365, Gmail)
  • Experience in a service desk or contact center environment.

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