Printer Support

For university staff and faculty who need access to printers and scanners to fulfill their tasks, the Printer Support service provides consultation, purchasing, setup, troubleshooting, and inventory management to different types of printers, including All-in-One Xerox Printers, Desktop printers, and some Specialty Printers & Scanners.
All-in-One Xerox Printers

All-in-One Xerox Printers

Support for this service includes setup, troubleshooting, usage reporting and lifecycle management.

Desktop printers and EDRMS Scanners

Desktop Printers & EDRMS Scanners

Support for this service includes consultation, purchasing, setup, troubleshooting and inventory management.

Specialty Printers & Scanners

Specialty Printers & Scanners

Support for this service includes consultation, setup, troubleshooting and inventory management.


Our Service Delivery

IST’s service delivery model is centered around remote delivery of services and access to self service resources. Support requests will be responded to through remote access tools that allow support requests to be responded to from anywhere and more expeditiously. 

Users can also access answers to questions 24x7 through the IST Self Service Portal and IST’s Eve Chatbot. The IST Self Service Portal connects users to curated knowledge articles based on common inquiries. The Eve Chatbot is designed to answer IT-related requests over live chat. 

We will visit onsite only for those requests that cannot be resolved remotely.


All-in-One Printers

Setup: We will work with external providers to set up new printers, ensure network line and power requirements are met, and install and configure printer drivers and print queues. Printer access will be managed with Active Directory, printer queue mapping and security groups.

Troubleshooting: We will diagnose and fix the client’s printing issues, including fixing drivers, recreating queues, troubleshooting networks and firewalls.

Usage Reporting: If you need to report on printing usage, we will provide access to Xerox Machine Statistics or specific reporting tools (by prior agreement between IST and the client such as Papercut).

Lifecycle Management: We provide full printer lifecycle management through our vendor (Xerox) and provide guidance on support contracts to clients. For printers that are end-of-life, we will manage the secure disposal or surplus of the printer hard drives.


Desktop Printers & EDRMS

Consultation: We will establish and maintain standards for desktop printers and EDRMS Scanners. We will assess your needs and use cases to evaluate if a desktop printer is the best option and recommend solutions.

Purchasing: IST will initiate orders on SupplyNet using your department speedcode. Orders will be fulfilled and delivered by SMS.

Setup: When the purchased desktop printer or EDRMS Scanner is delivered, we will perform the physical installation and install drivers. Note: Desktop printers are defaulted to be connected to one user’s workstation only. If a network connection is required for some special cases, we can set it up upon your request.

Troubleshooting: We will help troubleshoot and fix any connection issues and driver issues.

Inventory Management: We will track key information about the printers and scanners in our system, including location, acquisition, model and configuration. We will provide lifecycle management to desktop printers and the surplus and disposal of printers not being used.


Specialty Printers & Scanners

Consultation: We will assess your needs and use cases and recommend solutions for label printers, cheque printers, and other business critical printers and scanners. We will set up specialty devices and install software associated with these devices.

Setup: We will set up the specialty devices and install software associated with the devices.

Troubleshooting: We will install or upgrade drivers, ensure the software is installed correctly and map drives. We will not troubleshoot hardware issues and replacements and will not support how to use special software related to the speciality device. 

Inventory Management: We will track key information about the devices in our system, including location, acquisition, model and configuration. We will manage adding, maintaining, and removing devices from the inventory system. Lifecycle management will NOT be provided for specialty printers. It is expected these will be used until the end of life and replaced when no longer functional.


Commonly Asked Questions

Who is eligible?

This is a standard service provided to all IST supported clients.

Note: The purchasing of the desktop printer must have approval from a client site authorized approver.

What are the support hours?

This service will be available during standard University business hours:

  • Summer Hours: Monday to Friday from 8:00 am to 4:00 pm.
  • Winter Hours: Monday to Friday from 8:30 pm to 4:30 pm

There may be downtime during a printer replacement.

What is not included?
  • The Printer support service does not include toner and paper replacement.
  • The Printer support service does not include OneCard Printer support.
  • Consultation and Purchasing of the All-in-One Xerox Printers including the negotiation on the terms of the contract belongs to SMS and is out of scope of this service.
  • Specialty Printers & Scanners include Label printers, Cheque printers, other business critical printers and scanners only. It doesn’t include plotters and 3D printers.