Printing Equipment​/Technical Support Specialist

Hours:
Monday - Friday 7am to 4pm. No overtime required

Clearance:
Top Secret

Education/Experience

Required:

• Minimum:
  High School diploma or equivalent

Main 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

• 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 (Client and 3rd party)
• Utilize Client web-based applications as required to include Service Call Handling
• Accurate call reporting on Equipment in Client 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
• Perform remote device monitoring and remote solve (Client Device Management)
• Identify and promote Client 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

• Must have Top Secret Clearance
• 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