Job Summary:

The Docucare Rep consults with clients on printer issues they are experiencing and provide the most efficient way to resolve any problems/issues with the device. At USAF the DCA will perform the following tasks:

Respond to any tickets, emails, or received phone calls by clients within 30 min.
Respond to Xerox HD tickets using the Yes/No Technology
Ensure SLAs per PWS are consistently met monthly.
Escalate unresolved calls to the HD in a timely manner for 2nd level support.
Resolve all requests in a timely matter.
Add/Remove/Update printers to the contract following the MACD Process
Educate clients on a need-to-know basis.
Remove hard drives as required.
Track and labeling of assets.
Collect meter reads for Xerox in scope devices.
Serve as primary point of contact for all equipment, support and service.
Order supplies through the Xerox Help Desk
Place service call for Xerox Devices when needed.
Check for incoming supplies for devices at the USAF Warehouse and deliver as appropriate.
Travel as needed.
Notify Xerox Onsite SDM via email when you arrive at work and when you close for the day.

Daily Tasks:

Review tickets/emails/voicemails to make sure task is accomplished.
Download and install print drivers on end user equipment.
Monitor and apply current patches as required.
Escalate printer issues as appropriate.
Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, Clone files etc.…)
Check XSM & Fleet Portal regularly for any issues.
Daily walkthrough to check on devices.
Supply inventory for your designated area
Daily check in email to Help Desk
Xerox Onsite to keep consistent updated logs of causes of downtime and repairs outside the Xerox Help Desk Activity and update Remedy by end of each completed assigned ticket.

Weekly Tasks:

Weekly walkthrough on Friday for 24/7 areas to make sure they have supplies as needed for the weekend.
Notify Onsite SDM & end users on issues and device updates.
Check on device listing and submit MACD requests (unless its urgent do ASAP)

Skills and Qualifications:

Provide excellent customer service, anticipating the needs of the customer to align with Xerox’s business mission / objective.
Team Player. Able to work with minimal oversight, maintaining a high attention to detail and organization while demonstrating superior time management skills in accordance with Service Level Agreement and Statement of Work relevant for the
Functional knowledge of a PC, including Microsoft Office and web browsing, sending and receiving emails, managing files, and performing data entry.
Identifies problems in straightforward situations and makes sound decisions using standard procedures.
Eager to learn technologies surrounding print production and finishing equipment.
Must be able to stand for long periods of time, walk, bend, and reach.
Must have experience working in a secured work environment or government facility.
Security Clearance (Required)

Additional Benefits:

Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching.
Paid time off, plus holidays and personal days.
Substantial growth opportunities for future career development within a supportive and collaborative company culture

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Docucare Associate

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