This service provides support for reporting and resolving incidents affecting network-connected or locally connected office printers. It covers issues that prevent normal printing operations, such as error messages, print failures, connectivity problems, or hardware malfunctions. The goal is to restore printing functionality as quickly as possible through troubleshooting, repair coordination, or escalation to the appropriate support teams.
What's Included
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Printer troubleshooting — Diagnosis of printing issues (e.g., print jobs not releasing, error codes, poor print quality).
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Network connectivity checks — Verification of printer availability on the network and resolution of common connection issues.
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Local printer support — Assistance with USB‑connected or workstation‑attached printers.
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Driver and configuration support — Installation or correction of printer drivers and print queue settings.
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Hardware incident triage — Initial assessment of hardware failures and coordination with vendors or facilities teams when repairs or replacements are required.
What's Not Included
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New printer installations — Setting up new devices or adding printers as part of office expansions or moves.
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Supply replenishment — Ordering toner, ink, paper, or maintenance kits.
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User training — In‑depth training on advanced printer features.
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Non‑office or personal printers — Devices not owned, managed, or approved by the organization.
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Major hardware repairs — Full mechanical repairs beyond basic troubleshooting (handled by vendor or facilities contracts).
Eligibility
All Faculty and Staff working in offices with ITS managed printers.
Requestor Responsibilities
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Provide accurate incident details including printer location, model, error messages, and steps taken.
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Verify basic conditions such as power, cabling, and paper/toner levels before submitting a ticket.
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Allow technician access to the printer and workstation as needed.