With nothing to go on I can only guess obviously.
If Mac 10.12 Sierra, I would guess Apple is using their driver(3.81.1) and and even though their IT may have installed a Xerox driver(3.90) it isn't being chosen during installation. In fact by default, Apple will choose to use Secure Airprint which is generic and very limited.
If I was on site I would remove all of their attempts to install including the read receipts, reboot, reinstall the 3.91 driver. Install manually using either HP Jet Direct or LPD for the protocol.
<Install manually link is to a different machine, steps are the same for any Workcenter minus the PPD/Driver and name>
I have a client that is trying to print PDF documents single-sided, not duplex, and whenever she tries to select single-sided printing the application crashes.
As far as I know, she's had the printer reinstalled and drivers updated (working with her in-house tech support). Because she's on a Mac I'm not entirely sure where to start digging for actual error messages or where to look for red flags.