Job Description

Job Title: Help Desk Technician

Job Location: Lewisville, TX – 75057

Job Duration: 12 months

Shift : Mon to Fri ; 08:00am to 05:00pm

DESCRIPTION:

• Client Relationship Management: Serve as the primary customer contact for equipment support and service Coordinate Move/Add/Change (MAC) process.
• Provide ongoing 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 the role responsibilities.
• Provide IP address support.
• Perform basic equipment problem diagnosis.
• Point of contact for equipment removal and delivery for onsite support.
• 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 the 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.
• Device management as required.
• Perform remote device monitoring and remote solve.
• Proactively 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.

QUALIFICATIONS:

• 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 fulfilment of SOWs
• Track and report account information as required
• 1-2 years relevant experience resolving customer and equipment printing issues

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