IT Help Desk - Level 1
MRC a Xerox Company - San Diego, CA

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The Xerox IT Help Desk Level 1 position at MRC is a Part-Time position with and hourly schedule of 25+ hours per week in the evenings and weekends.
Shift Schedules:
Monday - Friday
7PM - 1AM or 1AM - 6AM
Saturday - Sunday
8AM - 4PM or 4PM - 11PM •

Answers, evaluates, and prioritizes incoming telephone, voicemail and email requests for assistance •
Remote ticket types:
o Active Directory password reset in Data Recover Agent (DRA)
o Basic troubleshooting of PCs - for providing Level 2 with as much info as possible before escalation
o Active Directory account unlock in DRA
o Host entries Log into PC and enter correct host entries(resolve connection issues)
o Blackberry setup and basic troubleshooting
o SharePoint login issues EP1/BIP account unlock and password reset
o WebEx login issues reset password/unlock account, install/configure productivity tools
o Outlook startup and shutdown issues check ost and pst files(rebuild or move if necessary)
o Active Desktop Recovery reset registry setting and refresh screen
o Document not opening files Check java add-on, delete ucf •
Software installs Visio, Project, SnagIt, etc.(some software like ProE has to be done in-house) •
Desk phone issues reset voicemail PIN, correct names on account, configure voicemails to deliver to email, reset message indicator •
Printer installs map network/local printer to PC •
Guest wireless create guest accounts when needed •
VPN issues check internet access and account standing •
Basic Internet Explorer troubleshooting for website access •
Assist with connecting to WiFi/Mobile broadband (home, office or •
traveling) •
Basic troubleshooting for iPads/iPhones expired provisioning profiles, iOps UN/PW, email configuration, setup •
Map network drives to PC (Q, Z, M) •
HDD out of space free up space or suggest larger HDD if no space avail •
Map mailboxes to Outlook •
Cant access SAP Portal make sure using Active Directory credentials and account not locked •
Active Directory distribution list creation and editing •
Schedule video conference through Tandberg scheduler •
Reset Great Plains password and escalate to GP admins when needed
Basic Qualifications: •
High School Diploma or equivalent •
Associate/Technical degree or industry certifications preferred •
Strong initiative with ability to seek out relevant information prior to making timely decisions

Desired Qualifications: •
One year experience working in an IT Help Desk Setting •
Computer skills needed include working knowledge of the following:
o Active Directory
o Command line tools
o Microsoft Office and Adobe software applications •
Experience with both Windows and Mac based operating system is a definite plus. •
Strong communication skills. •
Strong relationship management skills with customer and personnel within the organization required. •
Strong organizational skills and ability to troubleshoot digital copiers required.