Copier Support Desk Technician I

Position Summary/Objective

The Copier Support Desk Technician I is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide first level remote technical support for copiers, printers, multifunction devices, and related software and solutions, using technical skills to troubleshoot and resolve service issues while ensuring a high level of customer satisfaction.

Essential Functions

▪ Provide remote technical support to diagnose and resolve copier, printer, and multifunction device issues.

▪ Troubleshoot and resolve issues related to hardware, software, and network connectivity problems remotely.

▪ Assist with remote installation, configuration, and software updates of copiers and related equipment.

▪ Collaborate with onsite service technicians and escalate issues to higher level techs as needed.

▪ Maintain detailed records of support interactions, solutions, and outcomes.

▪ Stay updated on latest copier and IT technologies to enhance remote troubleshooting skills.

▪ Deliver exceptional customer service and ensure client satisfaction throughout the support process.

▪ Communicate with customers in a prompt and accurate manner via phone and email.

▪ Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.

▪ Attend Required Company And Department Meetings.

▪ Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.

▪ Perform other related duties as assigned.

Qualifications

Education and Experience

▪ High school diploma and two years of relevant experience; or equivalent combination of education and experience.

▪ Previous experience repairing and troubleshooting printers, copiers, and MFPs preferred.

Required Skills

• Proficiency with business collaboration tools including MS Office suite, Outlook, and company specific applications.
• Solid technical troubleshooting and problem-solving skills.
• Knowledge of copier and printer functionality, components, and common issues.
• Familiarity with various copier brands and models.
• Excellent communication skills for providing clear instructions and guidance remotely.
• Strong customer service abilities and telephone skills.
• Ability to work independently and manage time effectively.
• Basic understanding of network protocols and configurations.
• Ability to work in a fast-paced, client-oriented team.
• Ability to meet standards of productivity, accountability, documentation, and customer service.