Onsite Printer Technician - Akron, OH

Required Skills & Experience

-5+ years of experience supporting printers, copiers, multifunction devices, or hardware equipment in a corporate environment. -Experience troubleshooting printer hardware, print queues, connectivity issues, and basic break-fix repairs. -Experience with ticketing systems and service management processes. -Ability to replace consumables, perform preventive maintenance, and manage device inventory. -Experience working directly with end users and providing customer support. -Basic understanding of Windows operating systems and networked printing environments. -Ability to work independently and manage multiple service requests simultaneously. -Strong communication and customer service skills. -High School Diploma or GED required.

Job Description

The Onsite Printer Technician is responsible for supporting and maintaining a fleet of networked printers and multifunction devices at customer sites. This role focuses on device uptime, consumables management, basic break-fix support, proactive monitoring, and providing excellent customer service. The technician works independently to troubleshoot issues, coordinate repairs, manage inventory, and ensure devices remain operational.

Printer & Device Support -Manage toner, paper, and other consumable inventory. -Replace toner, drums, maintenance kits, and other consumables as needed. -Clear paper jams and resolve basic device issues. -Perform routine preventive maintenance on printers and multifunction devices. -Swap out devices with onsite spare equipment when necessary. -Assist end users with printer and device functionality. -Troubleshoot and diagnose hardware, software, and connectivity issues. -Execute Install, Move, Add, Change, and Disposal (IMACD) activities.

Fleet Management & Monitoring -Utilize fleet management software to proactively monitor devices. -Identify and resolve non-reporting devices (NRDs). -Monitor device performance and escalate recurring issues. -Manage onsite spare device inventory. -Collect and report device usage and meter information as needed.

Service & Ticket Management -Create, track, and update support tickets using HP and customer ticketing systems. -Coordinate with HP support teams and third-party vendors for repairs and service requests. -Manage third-party maintenance agreements and service escalations. -Support break-fix activities, including basic hardware component replacement. -Follow incident, problem, and change management procedures.

Customer Support -Respond to user inquiries and provide timely issue resolution. -Communicate customer concerns and dissatisfaction to leadership. -Maintain strong customer relationships and ensure a high level of service satisfaction. -Partner with account teams and support organizations as needed.