Printing and Imaging Support Agent

Professionally delivers a combination of onsite and remote printer support to DirectPointe clients. Performs both remedial and preventative maintenance on client print devices including printer driver and queue management, break-fix repair, proactive cleanings, and onsite supplies delivery. Will obtain HP Laserjet Accredited Platform Specialist certification and similar certifications from other approved printer vendors. Setup new printers in a variety of client operating environments including Windows and Citrix. Work closely with DirectPointe Tier I and Tier II technical support staff in the troubleshooting, escalation, and resolution of printing and imaging support requests and recognize and use appropriate internal resources for service routing and dispatch. Interacts directly with clients face to face, over the phone, and through DirectPointe eSupport (electronic support) sessions. Utilizes remote print management tools for out-of-area service delivery.

Essential Duties and Responsibilities

• Installs, maintains, and repairs printing and imaging environments.
• Upgrades systems and corrects errors to maintain systems after implementation.
• Assists in on-going assessment and maintenance of client print environments. Researches, evaluates, and recommends printing and imaging equipment and helps clients right-size and plan for the future.
• Serves as troubleshooter on hardware, software, driver, and end user operation of printing and imaging devices .
• Confers with end users to analyze current problems, and learn specific requirements within the print environment.
• Studies service manuals, part manuals, and other documentation within printer vendor databases to provide professional, competent service.
• Prepares time, cost, and part estimates for resolution of printing and imaging problems.
• Navigates and coordinates work of external and internal support resources to deliver best-practice service to client.

Qualifications

• Excellent written and verbal communication skills. Must be comfortable presenting technical issues to a non-technical audience.
• Strong interpersonal and problem solving skills required.
• Excellent Customer Service, analytical, and organizational skills required.
• Ability to overcome obstacles to obtain results under tight deadlines.
• Ability and initiative to undertake individual projects as well as work in a team environment.
• Internet savvy with good knowledge of Internet space a strong plus.
• Time management and prioritization skills.
• Must thrive in fast-paced, start-up environment.

Education and/or Experience
Some college and two to four years of related industry experience preferred.

Computer Skills
Strong knowledge of basic telecommunications and computer network procedures. Working knowledge of computer LAN systems, PC's, servers, routers and various software applications.

Language Skills
Excellent communications and interpersonal skills.

Certificates, Licenses, Registrations
A+, HP and Xerox Printer Vendor Certifications preferred.

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