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

Office (DocuCare) Level 2 - Federal Account Only - SCAMust have computer skills (remedy ticketing) and secret clearanceEssential functions:Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) processProvide on-going end user training on equipmentServices 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 supportPerform basic equipment problem diagnosisPoint of contact for equipment removal and delivery for onsite supportContact service as required (Xerox and 3rd party)Utilize Xerox web-based applications as required to include Service Call HandlingAccurate call reporting on Equipment in Xerox designated systemsRemote Service call onsite support Driving (if required for duties)Download and install printer drivers on end-user equipmentPerform printer mapping to PC as requiredEscalate printer network issues to appropriate resourcePhysical as well as remote device management and controlDevice 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 expertiseNon-Xerox device management as requiredPerform remote device monitoring and remote solve (Xerox Device Management)Identify and promote Xerox Office SolutionsPro-actively manage consumables and supplies using the DOS calculatorMaintain on-site operator replaceable parts inventoryCollect equipment meter information and submit for billing purposesPerform Data Entry for activity and asset trackingManage and maintain on-site parts inventory using PM4Skills:Read, write and follow basic English instructionsCustomer service and communication skillsAbility to manage multiple tasksPerform duties with minimal supervisionBasic Equipment problem solving and diagnosis per training providedCustomer problem resolution including escalation as requiredCoordinate work tasks to ensure fulfillment of SOWsTrack and report account information as required1-2 years relevant experience resolving customer and equipment printing issuesEducation: Minimum High School diploma or equivalentAll your information will be kept confidential according to EEO guidelines.