Job Description:

*This is an Onsite position, no remote work* – the candidate must be available at our client site in Redmond, WA to manage tasks every workday.

A pre-employment background investigation will be conducted before hiring/ onboarding process is completed. This would include and not limit to Education & Employment verification and Criminal & Felony Checks.

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

About this role

As an Executive Support, the selected candidate will work onsite at our customer's office in Redmond, WA to support customer operations and ensure technical support needs are met. In this role you will work closely with our customer executive employees and provide them high-quality AV services and maintain on-campus conference rooms.. Being a self-starter who is comfortable with minimal supervision is essential to the success in this role. You will work to achieve the highest standards and customer satisfaction. The ability to work from the client site and in front of the customer to meet the proposed delivery of overall service to our customer is the reality of this role.

What you’ll do:

AV System Management:

• Create and manage service tickets using ICM and SNOW tools according to established processes.

• Conduct routine checks of executive meeting rooms across the Redmond campus to ensure optimal functionality.

• Investigate and resolve AV issues in executive conference rooms, utilizing remote monitoring tools when possible.

• Dispatch to conference rooms to address urgent AV issues and provide on-site support.

• Effectively communicate technical information and limitations to executives in a clear and understandable manner.

• Demonstrate strong customer service skills when handling high-profile issues involving top company leaders.

Call Coordination and Dispatch:

• Receive service requests via phone and email, and create corresponding tickets in ICM and SNOW tools.

• Assign tickets to appropriate technicians and inform the Executive Support team of new service requests.

• Provide support on Microsoft Teams during defined business hours.

Basic Technical Support:

• Perform basic support functions remotely, including password resets, machine account deletions in AD or AAD, and installation of software on devices.

• Assist with Exchange admin tasks for conference rooms, mail, and calendar issues.

• Execute administrative tasks in Microsoft Identity Manager (IDWEB), such as managing group memberships and permissions.

• Administer SharePoint and Microsoft Teams sites as required.

• Provide remote assistance for software issues, escalating to on-site technicians only when necessary.

• Conduct hardware replacement tasks (e.g., keyboards, hard drives, batteries).

• Perform other technical support tasks as needed through phone, email, or Microsoft Teams.

Hardware Parts Ordering:

• Manage hardware parts ordering through third-party suppliers.

• Create purchase orders for new hardware required by Executives/Exec Admins.

Ticket Management:

• Create tickets for service requests received through calls, emails, or Instant Messaging.

• Assign and transfer tickets to on-call technicians as per the standard process.

• Track aging tickets and ensure timely updates or closures by technicians.

• Update or close tickets on behalf of other technicians as necessary.

• Improve ticket coding taxonomy to facilitate easier auditing and reporting.

Reporting:

• Generate various service-related reports, including weekly, monthly, quarterly, and annual metrics (ticket volumes, SLA, TTR, etc.).

• Analyze top issues by product/technology/service to drive service improvements.

• Track and report on aging tickets and those approaching or exceeding SLA.

• Prepare Quarterly Business Review (QBR) and Monthly Business Review (MBR) slide decks with relevant ticket and activity details.

• Track long-term service issues and bugs, and manage transactional activities (e.g., software installs, deployments).

Documentation:

• Write, edit, and update technical knowledgebase articles, troubleshooting guides, and whitepapers for team use.

• Maintain and update centralized repositories with current knowledgebase articles for Tier I teams.

Executive Meeting Support:

• Coordinate meeting preparation, including liaising with schedulers, testing equipment, and monitoring meeting progress.

• Provide technical support and troubleshooting during executive meetings, including testing with remote participants.

Work Environment

• Office environment

• Mostly Regular Monday - Friday shifts, Providing 8AM - 5PM support.

• May require weekend work

• May require shift work

• Expected to be in “Business Casuals” or "Business Formal" dress code

Who you are

• Able to lift to at-least 30lbs and up to 50 lbs. is strongly preferred

• High school diploma or G.E.D.

• 5 or more years of onsite desktop support experience

• Experience working with the company's hardware, software, and equipment products

• Experience working with customer technology and support requirements

Must have skills

• Interpersonal and communication skills to interact with customers and team members

• Time management and organization skills to balance and prioritize work

• Analytical and problem-solving skills

• Ability to resolve complex hardware/software and equipment problems

• Ability to provide guidance to other field engineers

• Team player

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

At DXC we put our people first. In managing COVID-19, our actions are focused on the health, safety and well-being of our colleagues and their families and our approach is to encourage and support masking, testing and vaccination. With our Virtual First strategy the majority of our workforce now works remotely and will continue to do so. We recognize that requirements and availability around masking, testing and vaccination vary by location and we continue to monitor and conform with government regulations and customer requirements specific to each location.

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $60,400 - $112,100.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link (https://mandatoryview.com/?LicenceId=c38a7700-5aa2-48a3-b95a-22e6e1fb0721&ProductType=OnlineApplicant&SubType=PG)

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email (GSS-HR-ER@dxc.com) .

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .