Technical Support Seattle - WA

Overview

Xerox corporation is seeking a full-time, dedicated, customer service-oriented Helpdesk / On-Site Administrator (OSA) to support our customers in Seattle, WA. The Helpdesk / On-Site Administrator will oversee the fleet of printers and multifunctional devices, assist with general account management responsibilities including monitoring and support to ensure timely supply (toner) delivery, accurate service response, and other support provisions. The role focuses on maximizing uptime, utilization and user satisfaction while minimizing costs, and involves working with the client to develop, implement, and manage ongoing site operations.

• Monitors all facets of the equipment fleet program to ensure performance standards are maintained and contracted service levels are met.
• Engages client and/or third-party resources to anticipate and remedy problems and to prevent issues where possible.
• Acts as a supporting interface to all client locations for management of performance issues.
• Monitors parts and supplies procurement and distribution, 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 parts arrive for dispatched service technicians at the appropriate time.
• Coordinates and tracks equipment moves, removals, and installations.
• Manages collection of periodic meter readings, including review and validation.
• Collaborates with the customer to integrate with the chosen helpdesk ticketing platform.
• Proactively manages configuration, including consistent workflow scanning settings for all locations (e.g., DHCP and MAC Address).
• Manages firmware versions prior to installation of new and swapped devices; maintains/updates the Supplier Fleet Management databases and generates/distributes periodic reports.
• Advocates for the client in fleet-related matters and provides analysis, reporting and other support as required.

• Prior experience managing equipment fleet implementations.
• A+ Certification.
• Software / Server experience.
• Experience with printers and multifunctional devices on Local Area Networks.

• You will have access to all the support staff and tools from suppliers to manage day-to-day operations of the client’s equipment and software.
• Must complete and adhere to our customer’s standards for annual compliance training (typically 8–20 hours) covering topics such as Genoa security, HIPAA rules, workplace ethics, code of conduct and related topics.
• You will be equipped with mobile devices that will alert you to service calls or requests for support dispatched from our Call Center.
• After implementation, the supplier will collaborate with our client to review the Helpdesk / On-Site Administrator duties and provide recommendations for improvement based on advanced technology tools for delivery and transparency of services in real time.

• Competitive compensation (hourly compensation and applicable overtime).
• Comprehensive benefits offerings (including medical, dental, vision, life insurance).
• Retirement Plan – 401k.
• Paid holidays, personal choice days, and paid time off.
• A culture that offers flexibility and a healthy work-life balance.

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