Help Desk Technician - Norfolk, VA

At XKIG, we value providing superior support to our employees and are committed to the successful operation of our information technology systems. We are seeking a qualified IT help desk technician (Help Desk I) to assist our employees with questions and problems concerning computer systems, hardware, and software. The technician will work with employees remotely and in person, guiding them through systems configuration. This is a full-time, in-office position.

Objectives:

• Provide quick and effective assistance with information technology systems
• Guide employees remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Work with desktop support engineers to provide customers with superior service
• Represent Xylem with professionalism and integrity while helping to advance our company mission

Responsibilities:

• Respond to tech inquiries via email, through online chats, over the phone, or in person
• Inform employees about IT products and services
• Walk employees step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up to ensure satisfactory service
• Communicate feedback to the appropriate internal team members

Skills and Qualifications:

• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service
• 6 months experience in IT

Preferred Qualifications:

• Passion for problem-solving and customer service
• Tech savvy, with experience working in a tech-related field
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems
• 1 year of experience working as an IT help desk technician or in a similar customer support role, with desktop support
• Office 365 experience preferable

This position that requires employee to be able to pass a background check and drug screen as required for this job.

Work authorization requirements:

Must meet I-9 requirements. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Affirmative Action/EEO statement: XKIG provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.

Reasonable Accommodation Statement

XKIG is an equal opportunity employer and complies with all federal, state, and local nondiscrimination laws, including the ADA. If you need a reasonable accommodation during the application or hiring process, please contact our Talent Acquisition team at 877-418-2999 or 252-403-0552.

Benefits Offered:

This is a full-time position that offers health insurance benefits for medical, vision, and dental, as well as the option for enrollment in a 401K.

Additional Compensation:

This position may not be eligible for bonuses, commissions, equity awards, or other monetary incentive compensation.

Paid Time Off (PTO)
Eligibility and accrual timelines vary by position with some roles gaining PTO immediately and others becoming eligible after a set period of employment. Details are provided during the hiring process and may vary for Union hires.

AI Usage Disclaimer:

As part of our commitment to efficiency and innovation, we may use artificial intelligence (AI) tools during the recruiting and onboarding processes. These tools assist with tasks such as resume screening, interview scheduling, and communication. All decisions regarding hiring and employment are ultimately made by our human team. If you have questions or concerns about this process, please contact our HR department.