Daily support of network and workstation printers. Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates problems to a technician as necessary. Keeps the customer up to date on the progress of problem resolution. Provides end users with detailed remote access knowledge and documents complete trouble shooting information. Helped customers install the Cisco Pull Print driver. Transferred Service Now tickets to Tier 3 Technical Support as needed. Reset NIC in MFP to get them the proper IP address. Monitored MFP on SLNX to check on device connectivity and service. Helped customers remotely via WebEx in printing documents in color, or specific paper size. Provided assistance with printer moves to a different location. Contacted customers via phone, email, WebEx to provide technical support in resolving their printing issues. Completed inventory for print cartridges and kept toner room par level per SLA. Recycled toner as needed following company procedure. Provided technical support to user in person as needed. Removed paper jams.

Responsible for diagnosing, troubleshooting and writing server repair reports on products to meet commercial standards. Administered customer support services effectively to meet the customer’s satisfaction.