Job Posting
Job Title: DocuCare Level 4
Work Location: Chantilly, VA
Duration: Long-term contract
Hours: Monday - Friday 7am to 4pm. No overtime required
Clearance: Top Secret
Education/Experience Required: Minimum: High School diploma or equivalent
Job Description & Responsibilities:
Main Responsibilities:
Client Relationship Management
Serve as the primary customer contact for equipment support and service
Coordinate Move/Add/Change (MAC) process
Provide on-going end user training on equipment
Services 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 support
Perform basic equipment problem diagnosis
Point of contact for equipment removal and delivery for onsite support
Contact service as required (Client and 3rd party)
Utilize Client web-based applications as required to include Service Call Handling
Accurate call reporting on Equipment in Client 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 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
Non-Client device management as required
Perform remote device monitoring and remote solve (Client Device Management)
Identify and promote Client Office Solutions
Pro-actively 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
Skills & Qualifications:
Must have Top Secret Clearance
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 fulfillment of SOWs
Track and report account information as required
1-2 years relevant experience resolving customer and equipment printing issues