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
Job Tags
Remote work, Shift work,