Printer Support Specialist - Onsite Client Services

Description -

**For this position the candidate must reside in Fort Worth, Texas**

This role is responsible for monitoring systems, detecting performance issues, and resolving technical problems using established protocols. The role engages in addressing customer issues and inquiries to ensure utmost customer satisfaction. The role conducts routine installations and configurations and executes scripted change management activities while adhering to incident, change, and problem management processes. The role consistently meets production goals, aligns work with strategy, maintains data confidentiality, and supports department-level operational plans with minimal supervision.

OSA Level III

•Manage consumable inventory

•Replace toner/consumables/paper

•Ensure adequate consumables are available at customer sites

•Clear paper jams

•Assist end user with device functionality

•Coordinated with HP with SW branded support

•Report customer dissatisfaction to CSM/SDM

•Assist with the collection of usage pages per devices as needed

•Swap out devices with spares as needed

•Perform initial trouble shooting

•Perform maintenance on devices as directed by ADM

•Web based SW to manage fleet - proactive monitoring

•Track usage/activities @ Customer sites

•Manage utilization of onsite spare device inventory

•Coordinate with 3rd party suppliers to obtain status on 3rd party equipment

•Manage and oversee current service agreements that exist with other suppliers

•Coordinate with other suppliers to implement new service standards/service levels expectations, and include monthly device volume/cost data in one central

•Apply knowledge of NT/Unix/MS platforms to resolve issues with the Fleet

•Manage the Discovery data collection and provide results to HP transition team

Responsibilities
• Monitors systems to detect performance issues and resolves technical problems on assigned hardware and software platforms/applications using established protocols.
• Identifies incident trends for the purpose of escalating incidents, adhering to strict timeframes, and following established protocols.
• Conducts routine installations and configurations and proficiently assembles and integrates system/products, all in accordance with standard protocols.
• Responds to common service, product, technical, and customer-relations inquiries, addressing problems promptly and appropriately, thereby ensuring a high level of customer satisfaction.
• Executes approved and documented scripted change management activities, adhering rigorously to incident, change, and problem management processes to maintain service quality and compliance.
• Maintains daily production goals and consistently exceeds contract-required response times, ensuring high-quality service delivery.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably in maintenance, quality, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Agile Methodology
• Amazon Web Services
• Auditing
• Automation
• Business Process
• Business Requirements
• Change Management
• Computer Science
• Data Analysis
• DevOps
• Finance
• Information Systems
• Information Technology Infrastructure Library
• IT Service Management
• Linux
• Microsoft Azure
• Project Management
• SAP Applications
• Scrum (Software Development)
• Technical Support

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Works on assignments that are moderately complex in nature and require intermediate problem resolutio