Printer Maintenance Associate

Computer Task Group, Inc•Longview, TX

7d•Hybrid

About The Position

The Printer Maintenance Associate position involves driving between client locations to maintain Xerox copiers, printers, and Multi-Functional Devices. Responsibilities include changing toner, clearing jams, taking meter reads, managing inventory, ordering supplies, networking printers, and downloading software patches and drivers. The role requires serving as the primary customer contact for equipment support, providing end-user training, performing basic device cleaning and parts replacement, and handling break-fix activities which account for 70% of the role's responsibilities. Additional duties include providing IP address support, performing basic equipment problem diagnosis, coordinating equipment removal and delivery, contacting service as required, utilizing web-based applications for service call handling, and accurate call reporting. The associate will also perform remote device monitoring and management, identify and promote Company Office Solutions, manage consumables and supplies, maintain on-site operator replaceable parts inventory, collect equipment meter information for billing, and perform data entry for activity and asset tracking.

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)
Tech savvy
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
Handle break-fix activities (70% of role responsibilities)
Provide IP address support
Perform basic equipment problem diagnosis
Act as the 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 driving (if required for duties)
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
Act 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