General Information

Country
United States
Department
TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT
Date
Monday, November 17, 2025
Working time
Full-time
Ref#
20036708
Job Level
Individual Contributor
Job Type
Experienced
Job Field
TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT
Seniority Level
Associate
Currency
USD - United States - US
Annual Base Salary Minimum
30,720
Annual Base Salary Maximum
61,440
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, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Description & Requirements

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

We’re looking for a dedicated Enterprise Helpdesk Analyst who is passionate about delivering a great client experience while solving complex technical challenges. This role plays a critical part in ensuring our clients receive responsive, professional, and solutions-focused service every time they connect with us.

The Enterprise Helpdesk Analyst delivers advanced client support by resolving complex technical issues, maintaining clear and consistent communication, and contributing to process and service improvements. This role bridges front-line support and escalation, ensuring a professional, high-quality client experience in every interaction.

This position supports our 2nd shift operations.

Key Responsibilities:

  • Resolve escalated technical issues related to hardware, software, and connectivity.

  • Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.

  • Act as a point of escalation for Technicians, providing guidance on complex cases and best practices.

  • Collaborate with peers to analyze recurring issues and recommend process improvements.

  • Maintain high-quality documentation of solutions, updates, and procedures.

  • Communicate effectively with clients and internal teams to ensure timely resolution and a positive service experience.

  • Provide expertise to enhance workflows, knowledge sharing, and overall client satisfaction.

Knowledge & Skills Requirements:

  • Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues.

  • Proficient in performing account and access management tasks with minimal supervision.

  • Strong problem-solving abilities with the capacity to resolve most technical issues independently.

  • Exceptional communication skills—both verbal and written—with a focus on clarity, empathy, and professionalism.

  • Demonstrated ability to manage escalations and navigate service workflows effectively.

Preferred Qualifications:

  • 2–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.

  • Intermediate certifications such as CompTIA Network+ or Microsoft 365 Certified: Endpoint Administrator.

  • Actively pursuing additional certifications or cross-training to expand technical expertise.

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