Office (DocuCare) Level 2 - Federal Account only - SCA

Meta; Fairfax (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

SmartRecruiters, Inc. is seeking personnel for Office (DocuCare) Level 2 on a Federal Account, with SCA compliance. The role requires a secret clearance and strong computer skills (Remedy) to manage equipment support, MAC processes, and end-user training.

The position involves remote and on-site tasks including device configuration, software updates, printer setup, and incident reporting. Previous experience in customer support and printer issues is a plus.

Qualifications

• 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.

Responsibilities

• Serve as the primary customer contact for equipment support and service; coordinate MAC processes.
• Provide on-going end-user training on equipment.
• Carry out basic device cleaning and replacement of operator-accessible parts as per equipment specs; 70% break-fix.
• Provide IP address support and perform basic equipment problem diagnosis.
• Point of contact for equipment removal and delivery for onsite support.
• Utilize Xerox web-based applications for service calls and reporting.

Skills

Customer service

Communication skills

Multitasking

Self supervision

Problem solving

Issue escalation

SOW coordination

Account reporting

Printer/equipment issues

Education

High School diploma or equivalent

Job description

Office (DocuCare) Level 2 - Federal Account only - SCA

• Contract

must have computer skills (remedy ticketing) and secret clearance

ESSENTIAL FUNCTIONS:

• 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 (Xerox and 3rd party)
• Utilize Xerox web-based applications as required to include Service Call Handling
• Accurate call reporting on Equipment in Xerox 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-Xerox device management as required
• Perform remote device monitoring and remote solve (Xerox Device Management)
• Identify and promote Xerox 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:

• 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

EDUCATION:

Minimum High School diploma or equivalent

All your information will be kept confidential according to EEO guidelines.

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