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)

Printers, Document Management, Printers, Copying Machines, Office Equipment, Maintenance Services, Willing to Travel, Customer Relationship Management (CRM), Apple Macs, Equipment Maintenance/Repair, * 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