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

Company Description 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 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 Qualifications EDUCATION: Minimum High School diploma or equivalent Additional Information All your information will be kept confidential according to EEO guidelines.