DocuCare Rep

Job DescriptionJob Description

**ONSITE*** 8-5PM 

Job description below:  

Position is for DocuCare Rep – this is new contract supporting our client, 1-2 years relevant experience resolving customer and equipment printing issues

Requirements:

EDUCATION:  Minimum High School diploma or equivalent - Education verified.

• IT experience
• Understand SLA and ability to create reports and perform analysis
• Technical ability, Team player, customer service skills and ability to train end users.

Roles and Responsibilities:

The DocuCare Rep consults with clients on printer issues they are experiencing and provide the most efficient way to resolve any problems/issues with the device. The DCA will perform the following tasks:

• Respond to any tickets, emails, or received phone calls by clients within 30 min.
• Manage supply and service escalations.
• Monitor XSM & FMP for open/unresolved issues and follow up appropriately.
• Respond to Client Help Desk tickets using the Yes/No Technology
• Ensure SLAs are consistently met monthly.
• Escalate unresolved calls to the HD in a timely manner for 2nd level support.
• Resolve all requests in a timely matter.
• Add/Remove/Update printers to the contract following the MACD (Move, Add, Change, Delete) Process
• Educate clients on a need-to-know basis.
• Remove hard drives as required.
• Track and labeling of assets.
• Provide daily, monthly, and quarterly reporting in Excel and or PowerPoint as stated in Task Order
• Collect meter reads for in Client scope devices.
• Serve as primary point of contact for all equipment, support, and service.
• Order supplies through the Help Desk
• Place service call for Client Devices when needed.
• Notify Client Onsite SDM via email when you arrive at work and when you close for the day.
• 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)-

Standard background check and drug screen is required.

Education verification is needed if secondary education is required.

Additional background check clearance will be required by the client.

 

 

Company DescriptionMedia Riders Inc is a family-owned Recruitment and Staffing Services company. Providing recruitment and payroll services to our customers, who directly support State and/or Federal funded programs. We are an SBA certified Women-Owned Small Business (WOSB) and Texas certified Historically Underutilized Business (TxHub).Company DescriptionMedia Riders Inc is a family-owned Recruitment and Staffing Services company. Providing recruitment and payroll services to our customers, who directly support State and/or Federal funded programs. We are an SBA certified Women-Owned Small Business (WOSB) and Texas certified Historically Underutilized Business (TxHub).

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