Printer Maintenance Associate

Computer Task Group, Inc•Buffalo, NY

5d•Onsite

About The Position

The Printer Maintenance Associate position involves maintaining Xerox copiers/printers/Multi-Functional Devices. This role requires driving between client locations using a personal vehicle, with mileage reimbursement. Responsibilities include changing toner, clearing jams, taking meter reads, managing inventory, ordering supplies, networking printers, and downloading software patches and drivers. The role also involves client relationship management, serving as the primary customer contact for equipment support, coordinating the Move/Add/Change (MAC) process, and providing end-user training on equipment. Service delivery includes basic device cleaning, replacement of operator-accessible parts and consumables, and break-fix activities which constitute 70% of the role's responsibilities. Additional duties include providing IP address support, performing basic equipment problem diagnosis, acting as a point of contact for equipment removal and delivery, contacting service as required, utilizing web-based applications for service call handling and reporting, performing remote service call onsite support, downloading and installing printer drivers, mapping printers to PCs, escalating network issues, managing devices remotely and physically, configuring devices (IP address, scanning templates, user access levels, Scan to File/Email), monitoring and applying software updates/patches, acting as an on-site contact for remote solve resolutions, managing non-Xerox devices as required, performing remote device monitoring and solve, identifying and promoting Company Office Solutions, proactively managing consumables and supplies, maintaining on-site operator replaceable parts inventory, collecting equipment meter information for billing, performing data entry for activity and asset tracking, and managing on-site parts inventory using PM4.

Requirements

Lift and move up to 50 pounds
Read, write and follow basic English instructions
Customer service and communication skills
Ability to manage multiple tasks
Perform duties with minimal supervision
Basic equipment problem solving and diagnosis per training provided
Customer problem resolution including escalation as required
Coordinate work tasks to ensure fulfillment of SOWs
Track and report account information as required
1-2 years relevant experience resolving customer and equipment printing issues
Valid Driver’s license
MVR Check (no more than one moving violation in the past three years)
Excellent verbal and written English communication skills
Ability to interact professionally with a diverse group

Responsibilities

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
Perform basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications
Engage in break-fix activities
Provide IP address support
Perform basic equipment problem diagnosis
Act as point of contact for equipment removal and delivery for onsite support
Contact service as required (Company and 3rd party)
Utilize web-based applications as required to include Service Call Handling
Provide accurate call reporting on equipment in designated systems
Perform remote service call onsite support
Download and install printer drivers on end-user equipment
Perform printer mapping to PC as required
Escalate printer network issues to appropriate resource
Perform physical as well as remote device management and control
Configure devices (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc.)
Monitor/apply current software updates/patches
Serve as on site contact for remote solve resolutions requiring technical expertise
Manage non-Xerox devices as required
Perform remote device monitoring and remote solve (Company Device Management)
Identify and promote Company Office Solutions
Pro-actively manage consumables and supplies using the DOS calculator
Maintain on-site operator replaceable parts inventory
Collect equipment meter information and submit for billing purposes
Perform data entry for activity and asset tracking
Manage and maintain on-site parts inventory using PM4