Printer Support Technician

Major document management company seeks a Printer Support Technician to support maintenance of copier/duplicator/scanner office equipment for the client site.
This position will involve some travel to multiple sites in the Richmond, VA area to support additional devices.
ESSENTIAL FUNCTIONS:

• Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process
• Provide on-going end user training on equipment
• Services Delivery: Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications. Break-fix activities account for 70% of role responsibilities.
• Provide IP address support
• Perform basic equipment problem diagnosis
• Point of contact for equipment removal and delivery for onsite support
• Contact service as required (Xerox and 3rd party)
• Utilize Xerox web-based applications as required to include Service Call Handling
• Accurate call reporting on Equipment in Xerox designated systems
• Download and install printer drivers on end-user equipment
• Perform printer mapping to PC as required
• Escalate printer network issues to appropriate resource
• Physical as well as remote device management and control
• Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc)
• Monitor/apply current software updates/patches
• On site contact for remote solve resolutions requiring technical expertise
• Perform remote device monitoring and remote solve (Xerox Device Management)

SKILLS:

• Lift and move up to 50 pounds
• Basic Equipment problem solving and diagnosis per training provided
• Customer problem resolution including escalation as required
• 1-2 years relevant experience resolving customer and equipment printing issues

EDUCATION: Minimum High School diploma or equivalent