IT Shared Services Catalog | 9  Ongoing support from the Admin team, including:  Troubleshooting, diagnosis, and remote assistance using remote assistance tools.  Connecting Managed Workstation users to networked printers. Automatic printer connection based on user assigned business roles, providing the ability for users to print to certain printers based on organizational roles (e.g., human resources or legal staff members may access a printer that is not available to other staff to ensure confidentiality of printed material). CUSTOMER VS. ADMIN RESPONSIBILITIES Responsibilities Admin Customer Managed Printer Support Purchase networked printers through coordination with Admin. X Purchase and replace consumables (e.g., paper, ink cartridges). X Purchase printer warranty/hardware support contract with vendor. X Asset and warranty management for printers. X Contact the DTO Service Desk to report an incident. X Provide on-site resource to work with remote Admin staff to install networked printers at agency offices that purchase Remote Workstation Support. X Install networked printers at agency locations that also purchase Managed Workstation with On-Site Support. X Provide remote (telephone) support through the DTO Service Desk. X Monitor printer usage and cost per print. X Initial troubleshooting (e.g., paper jams, open paper drawers). X Escalated troubleshooting for hardware failure/drum replacement. X SERVICE RATES Service Offering Monthly Unit Price Managed Workstation with Remote Support $69.08 Managed Workstation with On-Site Support $79.00 Managed Printer Contact ARM Agencies should contact their Agency Relationship Management (ARM) representative or the Program Management Office ( for additional information or to acquire these services. ADDITIONAL INFORMATION