Customer Service Printer Technician

advance programs•Columbia, MD

2d•$25 - $27•Onsite

About The Position

Advanced Programs, Inc. is seeking an experienced Printer / MFP Repair Technician to perform component-level troubleshooting, repair, and modification of laser printers and multifunction devices supporting secure government and defense customers. This is a diagnostic role, not just a parts-swapping role. You will be expected to isolate faults to the assembly, board, or component level using error codes, service-mode diagnostics, schematics, and test equipment — and to determine root cause rather than replace parts until the symptom disappears. Work includes electromechanical repair, print engine and image quality analysis, firmware troubleshooting, and repair of low-level electronic faults. Because our equipment is modified and deployed into secure environments, technicians here work on hardware and configurations that are not found in commercial break/fix work. This includes TEMPEST-related equipment and COMSEC-briefed handling. The role requires U.S. citizenship and the ability to obtain and maintain a SECRET security clearance. This position is not a general help-desk, IT support, or consumables role. Clearing paper jams, replacing toner cartridges, installing drivers, and swapping rollers are baseline expectations, not the substance of the job. Candidates whose printer experience is limited to those tasks will not be successful in this position. We are specifically looking for technicians who have diagnosed and repaired complex printer failures — intermittent faults, print engine and imaging defects, drive and paper path problems, firmware and controller issues, and electronic faults at the board or component level.

Requirements

Minimum three (2) years of hands-on experience troubleshooting and repairing laser printers and/or multifunction devices at a component or assembly level, beyond routine maintenance and consumables replacement.
Associate's degree (A.A.) or equivalent from a two-year college or technical school, or an equivalent combination of education and directly related repair experience.
CompTIA A+ certification
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports, and provide detailed instructions and correspondence.
Ability to speak effectively before groups of customers or employees of an organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Demonstrated ability to isolate root cause of intermittent and non-obvious failures using error codes, service-mode diagnostics, service manuals, and test equipment.
Ability to read and interpret electrical circuit schematics and mechanical print sets.
Excellent customer service skills to communicate effectively with customers who have malfunctioning equipment.
2+ years of experience servicing, maintaining, configuring, and/or assembling complex electronic devices, including computers, printers, photocopiers, scanners, phones, and networking devices.
Familiarity with Microsoft Windows, Linux, and TCP/IP.
Familiarity with network security concepts and practices.
Ability to obtain and maintain a SECRET security clearance with COMSEC briefing.
Excellent oral and written communication skills; must be prepared to demonstrate during interview.
Familiarity with use of Microsoft Office suite, including PowerPoint, Word, Outlook, and Excel.
Must be a US Citizen.
Motivated self-starter, requiring minimal supervision, resourceful, and decisive.
Ability to work independently and adjust to conflicting or competing requirements.
Understanding of electrical circuit schematics.
Ability to read mechanical print sets.
Soldering and component-level board repair. Hands-on soldering, desoldering, and rework experience on printed circuit boards is a significant differentiator for this position
Comfortable using basic hand tools
Experience using multimeter for basic checks
Ability to follow repair procedures and service manuals
Ability to complete preventative maintenance (cleaning, replacing wear parts)

Nice To Haves

Direct experience on HP Color LaserJet Pro Printer and HP Color LaserJet Enterprise MFP families is strongly preferred.
Candidates with comparable depth on Xerox platforms, or with demonstrated complex troubleshooting and repair experience on other commercial or high-volume printers and MFPs, are encouraged to apply.
Experience with TEMPEST equipment
Experience working on commercial or high-volume printers
Previous field service or repair technician experience
Basic soldering experience
Familiarity with secure or government environments
Understanding of printer mechanical assemblies (feed rollers, fusers, belts, gears, motors)
Ability to diagnose paper path issues (jams, misfeeds, skewing, multi-feed)
Experience replacing and aligning mechanical components (rollers, fuser units, transfer assemblies)
Understanding of drive systems (stepper motors, DC motors, encoders)
Troubleshoot print quality defects (streaking, ghosting, banding, fading, toner scatter)
Knowledge of imaging systems (laser, inkjet, thermal)
Understanding of toner/ink systems and consumables
Ability to interpret test prints and diagnostic pages
Experience updating firmware and troubleshooting firmware-related issues
Understanding of embedded controllers and I/O interfaces
Basic Electronics Theory: Voltage (potential difference) /Current (flow of charge) / Resistance (opposition to flow) / Power dissipation, Ohms Law (V=IR), Circuit analysis (Series, Parallel, Series Parallel), AC vs DC power, Passive Components (resistors, capacitors, inductors, transformers), Semiconductors (LED and diodes), Test Equipment (Multimeter, Oscilloscope, Power Meter, Power Supply)

Responsibilities

Troubleshoot and repair printers (laser and/or inkjet)
Isolate root cause of mechanical, electrical, firmware, and network-related failures rather than replacing components by trial and error.
Navigate printer service modes and diagnostic menus; retrieve, interpret, and act on error and event codes.
Generate and interpret test prints and diagnostic pages to characterize faults.
Diagnose and document intermittent failures, including those that do not reproduce on demand.
Use schematics, service manuals, and print sets to trace faults through mechanical and electrical systems.
Diagnose and repair printer mechanical assemblies: feed rollers, fusers, belts, gears, clutches, solenoids, and motors.
Diagnose paper path faults including jams, misfeeds, skewing, and multi-feed, and correct the underlying cause.
Replace and align mechanical components, including fuser units and transfer assemblies.
Troubleshoot drive systems: stepper motors, DC motors, and encoders.
Troubleshoot printer connectivity across USB, Ethernet, and network printing paths.
Install, update, and troubleshoot printer drivers and print queues.
Configure device network and security settings in accordance with customer requirements.
Perform scheduled preventative maintenance, including cleaning and replacement of wear parts.
Document symptoms, diagnostic steps, root cause, corrective action, and verification clearly and completely.
Follow standard repair and quality procedures; maintain an organized work area, tooling, and calibrated test equipment.
Communicate professionally with customers and internal teams regarding equipment status, findings, and resolution.
Troubleshoot, repair, and test manufactured equipment as assigned.
Work independently with minimal supervision and adjust to conflicting or competing priorities.
Troubleshoot print quality defects (streaking, ghosting, banding, fading, toner scatter)
Update firmware and troubleshoot firmware-related issues
Navigate printer service modes / diagnostic menus
Perform scheduled preventative maintenance, including cleaning and replacement of wear parts.