Billing & Managed Print Operations Specialist

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Summary:

VCU Telecommunications Services is seeking a detail-oriented Billing & Managed Print Operations Specialist to join our team. This position provides day-to-day operational support for telecommunications and managed print services, executing billing processes, coordinating customer and service requests, and supporting managed print operations. The Specialist works closely with university and health system stakeholders to maintain accurate records, facilitate the delivery of services and equipment, resolve customer inquiries, and ensure reliable, responsive service delivery.

Unit:Technology Services

Department: Telecommunications Services

Department Summary: Virginia Commonwealth University (VCU) Technology Services is a central IT organization supporting the academic, research, and administrative missions of the university. Technology Services provides scalable, secure, and innovative technology solutions to all VCU units.

The Billing & Managed Print Operations Specialist provides day‑to‑day operational support for telecommunications services across VCU and VCU Health, and for managed print services across VCU. This role executes billing processes, supports customer service operations, maintains accurate service and device records, and coordinates workflow activities that ensure reliable service delivery. The Specialist manages requests for managed print devices, coordinating the ordering, deployment, and delivery process with internal stakeholders and vendor partners while maintaining clear, proactive communication with customers throughout the request lifecycle.

The Specialist provides initial troubleshooting of managed print‑related issues, collaborating with internal teams and vendors and escalating complex issues as needed to ensure timely resolution in accordance with established procedures. The Specialist also provides backup administrative support for telecommunications procurement and inventory management activities, including researching equipment and service requirements, obtaining vendor quotes, preparing purchase requisitions and purchase orders for management approval, assisting with inventory record maintenance, and coordinating with vendors, and internal stakeholders to support timely delivery of telecommunications equipment and services.

Working under the direction of the Financial & Managed Print Operations Manager, the Specialist plays a key role in maintaining billing accuracy, resolving customer inquiries, supporting managed print operations, coordinating service requests, and contributing to continuous improvement of operational processes.

The work location is virtual, but requires the employee to live in the Eastern Time Zone. This position may call for flexible hours based on business needs and includes an after‑hours on‑call rotation to provide support for emergent managed print issues, including urgent service disruptions, device outages, and time‑sensitive customer impacts. This position supports occasional on‑site meetings, customer engagements, and may require attendance for professional development opportunities

• Associate or Bachelor’s degree in accounting, finance, business, or a related field; or an equivalent combination of education, training and relevant experience.

• Proven experience handling customer inquiries, service requests, troubleshooting, and issue resolution in a professional, customer‑focused environment, especially a help desk or call center.

• Working knowledge of billing systems, financial processes, and operational workflows in a high‑volume service environment.

• Proficiency with ticketing systems, billing platforms, spreadsheets, databases, email, and document creation and editing applications (i.e., Microsoft Excel and Word).

• Strong analytical skills with the ability to interpret data, identify discrepancies, and resolve operational inefficiencies.

• Demonstrated ability to organize, prioritize, and manage multiple tasks in a fast paced, ticket driven environment while meeting deadlines with accuracy and adapting to changing priorities.

• Ability to work independently and effectively in a…