Printer Maintenance Associate

Computer Task Group, Inc•Cedar Rapids, IA

1d•Onsite

About The Position

The position will be driving between client locations using your own personal vehicle. Mileage is reimbursed. Valid Driver’s license and MVR Check (no more than one moving violation in the past three years). Duties will include maintaining Xerox copiers/printers/Multi-Functional Devices. Candidates may be changing out toner, clearing jams, taking meter reads, keeping inventory, ordering supplies, networking printers and downloading software patches and drivers 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 (Company and 3rd party) · Utilize web-based applications as required to include Service Call Handling · Accurate call reporting on equipment in designated systems · 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 · 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 · Non-Xerox device management 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

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
Minimum: High School diploma or equivalency
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Responsibilities

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 (Company and 3rd party)
Utilize web-based applications as required to include Service Call Handling
Accurate call reporting on equipment in designated systems
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
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
Non-Xerox device management 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