Print Support Specialist / Help Desk / Break Fix Support in Albuquerque, New Mexico For Sale
POSITION PROFILE Works 8am to 5pm; Monday Through Friday 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 and Ricoh USA 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 Manages on-site hardware & consumables inventory Manages printer procurement as required by the customer Manages printer hot swap inventory Documents and reports all fleet meter reads Maintains printer fleet tools/databases QUALIFICATIONS (Education, Experience and Certifications High School Diploma (or equivalent with additional education preferred IT Help Desk Support experience (application & hardware support Technical Training & experience with break/fix on HP Printers Preferred. Must have clean Driving Record and Valid State Driver's License to drive company vehicle on the job. We are an Equal Opportunity Employer, M/F/D/V Requirements High School Diploma (or equivalent * IT Help Desk Support experience (application & hardware support* Technical Training & experience with break/fix on HP printers prefered