Office (DocuCare) Level 2 - Federal Account only - SCA

Job description

SKILLS: • 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 EDUCATION: Minimum High School diploma or equivalent All your information will be kept confidential according to EEO guidelines. must have computer skills (remedy ticketing) and secret clearance 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 (Xerox and 3rd party) • Utilize Xerox web-based applications as required to include Service Call Handling • Accurate call reporting on Equipment in Xerox 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 (Xerox Device Management) • Identify and promote Xerox 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