It Support Technician

Description

The Printing and Publishing is a centralized group which is responsible for the Printer and Copier environment. They own all the printers and copiers in the environment and then provide a service around them which includes: installation, troubleshooting, compiling usage rates, maintenance, moves/adds/change support, and much more. They support roughly 2,000 printers and 13,000 end users.

This position will be responsible for overseeing critical administrative functions that support the organization’s operational efficiency and client service delivery. This role serves as a central point of coordination across billing, customer support, procurement, and workflow management. This person will be the main point of contact assuming responsibility for overseeing and coordinating all tasks in the absence of the Manager, ensuring seamless continuity of operations and adherence to organizational standards.

Should have experience troubleshooting and maintaining Ricoh and Kyocera printers. The following technologies are utilized in this position and prior experience would be helpful:
Salesforce, PowerBI, Crystal Reporting, Microsoft Suite, Photoshop

• Oversee end-to-end billing operations, including invoice generation, payment tracking, reconciliation, and issue resolution.
• Coordinate IT customer support activities, ensuring service requests are managed efficiently and aligned with service level expectations.
• Manage procurement processes for office and IT-related supplies, including vendor coordination and inventory control.
• Assign, prioritize, and monitor administrative and support workflows to optimize productivity and resource allocation.
• Act as the designated point of contact in the absence of the Manager, exercising sound judgment and decision-making in overseeing and coordinating the work of others.
• Evaluate operational performance and implement process improvements to enhance efficiency and service quality.
• Maintain accurate and compliant records related to billing, support operations, and administrative activities.
• Collaborate cross-functionally with internal departments to ensure alignment and operational effectiveness.
• Support the development and enforcement of administrative policies, procedures, and best practices.

Desktop, printer support, Windows 10, Troubleshooting, Active directory

Desktop,printer support,Windows 10,Troubleshooting,Active directory

• Demonstrated experience managing billing operations and coordinating customer service functions.
• Proven ability to lead, prioritize, and delegate in a dynamic, fast-paced environment.
• Strong analytical, organizational, and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Proficiency with enterprise systems, including CRM, ticketing platforms, and financial software.
• Case Management & technical support
• a. Primary contact for Customer Support.
• b. Triage incoming calls, e-mails and cases; resolve or or
• c. Monitor and clear Papercut print queues as needed.
• Administrative Support
• a. Make recommendations for equipment upgrades as requested
• b. Data entry for order processing from proposal through delivery and installation.
• c. Create shared accounts and department funds accounts for Paper Cut customers.
• d. Respond to billing inquiries, service requests, move requests, emergency toner requests.
• e. Order paper for student printing clusters, track deliveries and reconcile usage quarterly.
• f. Use Trello and Office 365 to communicate and schedule deliveries and installations.
• g. Sponsored Identity.
• Financial Support
• b. Maintain inventories for equipment supplies, assets for resale and assets on consignment.
• c. Process Paper Cut and Banner refunds.
• d. Process invoices for payment in Workday.
• e. Monthly billing audit - collect meters, verify charges, review exceptions and monthly reports - prior to monthly upload to Work Day.
• f. Create Journal transactions as needed.

Expert Level

This is a Contract position based out of New Haven, CT.

The pay range for this position is $25.00 - $30.00/hr.

Eligibility requirements apply to some…