Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution Applies understanding and knowledge of information systems products and services to assist users Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems Coordinates referrals to appropriate technical, professional, or service personnel Receives and prioritizes issues and forwards using appropriate escalation procedures 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 networking All other duties as assigned In addition the technician may also perform the following: Provides functional or task leadership Coordinates special projects and system upgrades Briefs customers and/or management on the status of resolution efforts Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel Recommends system or process improvements, including procedures, training, and enhanced documentation REQUIRED SKILL AND KNOWLEDGE: Vocational, trade school, technical training or equivalent work experience. Associate degree in Computer Science, A+ Certified, and MCP Win7 preferred. Minimum 5-7 years progressively responsible experience, demonstrating in-depth working familiarity with a broad range of computers and software support, including most vendors. Ability to perform bench maintenance and repair to sub-assembly/component level and to use a variety of specialized test equipment and associated diagnostic devices. (Specifics are defined/may vary by applicable end-user area.) Strong demonstrated analytical and creative problem solving skills. Knowledge and some skill in desktop virtualization Strong Skill and knowledge of Microsoft Active Directory Advance PC literacy. Good customer service orientation and appreciation of role as Xerox representative. Maturity of judgment under pressure/ability to diagnose level of user need and to escalate problems without delay to appropriate levels for resolution. Considerable client and end-user interface by phone and/or in-person necessitates good (clear) verbal communication skills and credible customer presence (appearance, attitude & demeanor). Flexibility and the ability to operate under stressful, time-sensitive deadlines. Commitment to quality and personal ethics.