Help Desk Support
General Information
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City
Bellevue, Kirkland, Redmond, Seattle
State/Province
Washington
Country
United States
Department
Service Delivery
Date
Wednesday, March 1, 2023
Working time
Full-time
Ref#
20021690
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Service Delivery
Seniority Level
Associate
Description & Requirements
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at and explore ourcommitment to diversity and inclusion. (
Quality Business Systems, Inc. (QBSI), A Xerox Company, is seeking a full-time, dedicated, customer service-oriented Help Desk Support / Administrator – On-Site Administrator (OSA) to support our medical customers throughout Seattle, WA.
Responsibilities:
Work closely with the customer and will have regular on-site meetings with our customer’s Information Technology (IT) leadership, Supplier Support Team, and Account Manager.
Monitor and support by using the tools and processes to ensure timely supply (toner) delivery, accurate service response and other support provisions.
As a Help Desk Support / Administrator OSA you will have access to all the support staff and tools from our Supplier to manage the day-to-day operations of Supplier’s equipment and software.
The Help Desk Support / Administrator OSA must complete and adhere to our customer’s standards for annual Compliance training. The training is scheduled in advance and typically requires approximately 8-20 hours to complete and covers such topics as Genoa security, HIPAA rules, workplace ethics, code of conduct and other related topics.
The Help Desk Support / Administrator OSA will be equipped with mobile devices that will alert them to a service call or request for support to be dispatched from our Call Center.
The Help Desk Support / Administrator OSA will also assist with general account management responsibilities. After implementation, Supplier will collaborate with Client on a continual basis to review the Help Desk Support / Administrator OSA job duties and provide recommendations for improvement based on advanced technology tools for delivery and transparency of services in real time.
The Help Desk Support / Administrator OSA manages business document output devices (printers and multifunctional devices) and software at Supplier’s Client location(s) with a focus on maximizing uptime, utilization and user satisfaction while minimizing costs. They will assist other site team members in developing, implementing, and managing ongoing site operations.
Duties:
Monitors all facets of the equipment fleet program to ensure that Supplier’s performance standards are maintained, and Client requirements (contracted service levels) are consistently met.
Engages Supplier and/or third-party resources to anticipate and prevent problems, as well as to remedy problems as they occur.
Acts as a supporting interface to all Client locations for management of performance issues.
Monitors the parts and supplies procurement and distribution program, as well as an 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 that parts arrive in support of dispatched service technicians at the appropriate place and time.
Coordinates and tracks equipment moves, removals, and installations.
Manages the collection of periodic meter readings, including review and validation.
The Help Desk Technician / Administrator OSA will work closely with our customer to integrate with the chosen help desk ticketing platform of Client.
Proactively manages proper configuration including set up of consistent workflow scanning settings for all locations. For example, Dynamic Host Configuration Protocol (DHCP) and Media Access Control (MAC) Address.
Proactively manages firmware version prior to installation of new and swapped multi-functional devices to ensure ease of implementation. Maintains / updates the Supplier Fleet Management databases and generates/distributes appropriate periodic reports.
Acts as an advocate for the client in all matters concerning the fleet and provides analysis, reporting and other support as required.
Desired Qualifications:
Two (2) years or more of equipment fleet supervision or equivalent work experience.
Prior experience managing equipment fleet implementations.
A+ Certification.
Software / Server experience.
Experience with printers and multifunctional devices on Local Area Networks.
Available for local travel.
#LI-ML1
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at explore our commitment to diversity and inclusion: with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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