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 â€" regular application of basic skills (calculator, keyboard, hand tools, and eye/hand coordination
Required Skills
Customer Service Representative Customer Service
printer
Reference : Print Support Specialist | 27485 jobs
Source: http://jobrealtime.com/jobs/technology/print-support-specialist-27485_i20416
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