Software Technical Support Associate IV **General Information** Press space or enter keys to toggle section visibility Country United States Department TECHNICAL CUSTOMER ESCALATION Date Friday, April 4, 2025 Working time Full-time Ref# 20035175 Job Level Individual Contributor Job Type Experienced Job Field TECHNICAL CUSTOMER ESCALATION Seniority Level Associate Currency USD - United States - US Annual Base Salary Minimum 40,260 Annual Base Salary Maximum 80,520 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, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (https://xerox.avature.net/en\_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (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) **Main Responsibilities:** **Issue Management:** + Lead and support assigned projects, supporting both hardware and software in client’s environment. + Post install support of client facing technology (hardware, software, and customer escalations) + Connection of MFDs; software installs and patching, escalations + Configure device settings, apply customer security standards + Device testing in client office + Manage and maintain Xerox Device Manager servers + Serve as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel **Service & Product ownership:** + Coordinate with contract partner to ensure firmware updates are up to date; run annual security audits on firmware levels and device password management + Coordinates referrals to appropriate technical, professional, or service personnel + Provides functional task leadership and coordinates special projects and system upgrades + Support print management, cloud printing, and enterprise fleet management software. + Client management: + Briefs customers and/or management on the status of resolution efforts + Recommends system or process improvements, including procedures, training, and enhanced documentation **Service Management:** + Progress reporting of development & test activities + Service reporting against KPIs + Change management **Qualifications:** + Communication: Clear interaction with users + Helpdesk experience: 1ST line support, technical + Technical Knowledge: Basic IT systems, hardware, and software + Technical Knowledge: Microsoft Office Suite, Xerox Device Manager + Problem-Solving: Logical troubleshooting + Customer Service: Ensuring user satisfaction and maintaining strong customer relationships + Time Management: Handling multiple requests efficiently \#LI-RL1 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.