Position Summary
The MFD Technician provides customer-facing technical support for multi-function devices, including printers, copiers, scanners, and related print-management systems. The technician supports business IT users by troubleshooting device issues, documenting service desk workflows, updating tickets, and coordinating resolution of printer and copier support requests in accordance with established service-level requirements.
Minimum Experience
At least one (1) year of experience interfacing with business IT users to help resolve technical issues and documenting IT service desk workflows and supporting applications, including ticket management tools, related to multi-function devices.
Key Responsibilities
- Provide customer support for multi-function devices, including printers, copiers, scanners, and related peripheral equipment.
- Troubleshoot printer and copier issues, including paper jams, print-quality problems, connectivity issues, scanning failures, device errors, and user access problems.
- Interface directly with business IT users to gather issue details, provide status updates, and support timely resolution.
- Document support actions, troubleshooting steps, resolution notes, and workflow updates in approved ticket management tools.
- Support service desk workflows related to MFD incidents, service requests, escalations, and device support activities.
- Assist users with basic MFD functions, including printing, copying, scanning, secure print, and device authentication.
- Coordinate with service desk personnel, network support teams, vendors, and other technical resources when escalation is required.
- Monitor assigned tickets to ensure accurate updates, timely response, and proper closure.
- Support inventory, configuration, and basic maintenance tracking for assigned MFD assets.
- Follow established policies, procedures, and customer support standards for IT service delivery.
- Maintain professional communication with users, technical teams, and customer representatives.
