Xerox Help Desk Technician / Administrator in Seattle, Washington
Help Desk Technician / Administrator
Country: United States
Department: Technical Customer Services
Date: Tuesday, June 8, 2021
Working time: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at xerox.com and explore our commitment to diversity, inclusion and belonging.
Our Help Desk Technician / Administrator Off-site Administrator (OSA) is a full-time dedicated resource who will be located at our customer’s location in downtown Seattle, WA.
Work closely with the customer and will have regular on-site meetings with our customer’s IT leadership, Supplier Support Team, and Account Manager.
Monitor and support by using the tools and processes to ensure timely supply (toner) delivery, accurate service response and other support provisions.
As a Help Desk Technician / Administrator OSA you will have access to all the support staff and tools from our Supplier to manage the day-to-day operations of Supplier’s equipment and software.
The Help Desk Technician / Administrator OSA must complete and adhere to our customer’s standards for annual Compliance training. The training is scheduled in advance and typically requires approximately 8-20 hours to complete and covers such topics as Genoa security, HIPAA rules, workplace ethics, code of conduct and other related topics.
The Help Desk Technician / Administrator OSA will be equipped with mobile devices that will alert them to a service call or request for support to be dispatched from our Call Center.
The Help Desk Technician / Administrator OSA will also assist with general account management responsibilities. After implementation, Supplier will collaborate with Client on a continual basis to review the Help Desk Technician / Administrator OSA job duties and provide recommendations for improvement based on advanced technology tools for delivery and transparency of services in real time.
The Help Desk Technician / Administrator OSA manages business document output devices (printers and multi-functional devices) and software at Supplier’s Client location(s) with a focus on maximizing uptime, utilization and user satisfaction while minimizing costs. They will assist other site team members in developing, implementing, and managing ongoing site operations.
Monitors all facets of the fleet program to ensure that Supplier’s performance standards are maintained and Client requirements (contracted service levels) are consistently met.
Engages Supplier and/or third-party resources to anticipate and prevent problems, as well as to remedy problems as they occur.
Acts as a supporting interface to all Client locations for management of performance issues.
Monitors the parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items, including waste toner bottles.
Monitors Call / Support Center activity to ensure service response requirements are met and that parts arrive in support of dispatched service technicians at the appropriate place and time.
Coordinates and tracks equipment moves, removals, and installations.
Manages the collection of periodic meter readings, including review and validation.
The Help Desk Technician / Administrator OSA will work closely with our customer to integrate with the chosen help desk ticketing platform of Client.
Proactively manages proper configuration including set up of consistent workflow scanning settings for all locations. For example, Dynamic Host Configuration Protocol (DHCP) and Media Access Control (MAC) Address.
Proactively manages firmware version prior to installation of new and swapped multi-functional devices to ensure ease of implementation. Maintains / updates the Supplier Fleet Management databases and generates/distributes appropriate periodic reports.
Acts as an advocate for the client in all matters concerning the fleet and provides analysis, reporting and other support as required.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion (https://www.xerox.com/en-us/jobs/diversity) ! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.