Technical Helpdesk Associate IV **General Information** Press space or enter keys to toggle section visibility City Winnipeg State/Province Manitoba Country Canada Department TECHNICAL HELPDESK Date Friday, March 7, 2025 Working time Full-time Ref# 20035329 Job Level Individual Contributor Job Type Experienced Job Field TECHNICAL HELPDESK Seniority Level Associate Currency CAD - Canada - CA Annual Base Salary Minimum 45,000 Annual Base Salary Maximum 45,000 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, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit Xerox Careers (https://www.xerox.com/en-us/jobs) . If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit Xerox Job Search (https://xerox.avature.net/en\_US/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** Press space or enter keys to toggle section visibility **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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity) Purpose: • Responsible for troubleshooting hardware, software, and network operating problems over the phone. 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. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed. • Responsible for providing more advanced technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solution. Provides technical guidance and mentoring to less senior team members. Scope: Specific: • Has developed expertise in a variety of work processes through job-related training. • Generates new and innovative solutions to complex problems, and proposes improvements to processes. • Works autonomously within established procedures and practices. • Typically acts as a lead or expert with considerable on-the-job experience. General: • Senior level job with extensive work experience • Has developed expertise in a variety of work processes through job-related training • Generates new and innovative solutions to complex problems, and proposes improvements to processes • Analyzes complex technical problems and delivers solutions where precedent may not exist • Works autonomously within established procedures and practices • May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules • A portion of time is normally spent performing individual tasks relation to the unit or sub-unit • Will have specialized external certification (technical roles) Primary Responsibilities: • 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 • In addition, the role holder may be asked to perform on or more of 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 • All other duties as assigned Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.