Summary

Job is as a First Responder for Print Support and working tickets through an IT Help Desk ticketing system.

KNOWLEDGE, SKILLS AND ABILITIES - Excellent customer service skills - Good project management skills and ability to prioritize tasks - Strong technical knowledge of network and site-specific printers, and company products

Responsible for the daily support of network and workstation printers. 

Responds to customer requests for toner, technical support, and training with the focus being on customer service. 

Documents all service calls and requests using Service Now ticketing system and escalates serious problems to a Customer Service Technician. 

Works to ensure that the service level agreements between the customer are achieved. 

In addition, responsibilities include the procurement and management of toner inventory for all devices.

Mileage would be compensated from the main office to any off-site clinics that put in a request for service or supplies. 

They would just use google maps to calculate their mileage from the main hospital to the clinic, and back.

There are about 20 offsite clinics and doctors’ offices we support. All of them are between 2-20 miles away

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***Shift Timings***

8:00 am- 5:00 pm (M-F)

Job type: Temp

Roles & Responsibilities

POSITION PROFILE 

Responsible for the daily support of site specific network and workstation printers. 

Responds to customer requests for technical support and training with the focus being on customer service. 

Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. 

Works to ensure that the service level agreements between the customer  are achieved. 

In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory. 

JOB DUTIES AND RESPONSIBILITIES 

Daily support of network and workstation printers 

Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. 

Escalates problems to a technician as necessary 

Keeps the customer up to date on the progress of problem resolution

Provides end users with detailed remote access knowledge and documents complete trouble shooting information

Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager

Responsible for on-site hardware & consumables inventory

Responsible for printer procurement as required by the customer 

Responsible for printer hot swap inventory 

Documents and reports all fleet meter reads

Maintains printer fleet tools/databases

Minimum Qualifications

QUALIFICATIONS (Education, Experience and Certifications) T

ypically requires: - High School Diploma (or equivalent) with additional education preferred - IT Help Desk Support experience (application & hardware support) -

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS 

Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level

Requires internal contact within department and with other corporate personnel, and external contact with customers, agencies, vendors, etc.-

Work assignments are diversified. Examples of past precedent are used to resolve work problems. 

New alternatives may be developed to resolve problems- 

Modest physical effort is required. 

Work does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 20 lbs. (e.g., papers, books, files and small parts, etc.)-

Requires moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination

Required Skills

Customer Service Representative Customer Service

printer

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