Service Tech - Tier 3 (printers)

This position is a 6 month role that could be extended depending on performance and contributions to the team. The position supports a large, globally well-known company. This group interacts frequently with the Server team and the Device team. This person will be responsible for the third level support of anything around print queues, presenting consultation across the globe for IT groups regarding printers/monitors, or any new print services technology.

Print Service Design Analyst Position

Overview:

As a member of the Print Service Design team, you'll be providing 3rd Level/Tier 3 Level network printing technical support for the Work Intake and Windows Server Operations groups on a global scale. The Print Service Design Analyst will also provide network print consultation services for Company external and internal IT customers, design teams, and vendors.

The position requires strong troubleshooting and analytical skills, as well as an understanding of Print Server and GIL desktop images.

Position Details:
• Design compatible network printing infrastructure to coincide with GIL Desktop Lifecycles, implement, support, and document processes and solutions to assist in asset, software, and service life cycle management
• Provide operational and business analysis support for the print services applications
• Handle service desk tickets assigned to Level 2 support. Analyze, prioritize, and troubleshoot production support issues
• Develop standard and custom reports for customer analysis and metrics
• Lead Print Service Technical Controls Review Board
• Quality Assurance Champion for Offshore Group

Required Qualifications:

• Experience with creating process flow and end user documentation
• Strong data analysis skills; experience with executing scripts to extract data for reporting to management, and audits
• Experience working with customers and embedded Desktop Support Analysts to troubleshoot and resolve network print-related issues. Proactive, positive attitude team player who thrives in a fast-paced environment. Enjoys multi-tasking and working as a liaison between various cross-functional teams and the IT organization
• Strong communications skills; both written and oral
• Strong customer-centric orientation. Builds and maintains good relationships with customers
• Builds and maintains good relationships with printer vendors and support technicians
• Knowledgeable of TCP/IP troubleshooting and problem resolution
• Ability to effectively plan, schedule, and manage work activities to deliver operationally excellent, reliable, and cost-effective network print migration solutions

Preferred Qualifications:

• Bachelor's degree in Computer Science or Management Information Systems is preferred or equivalent experience
• Knowledgeable of Print Servers and print subsystems
• In-depth knowledgeable of configuring printers, plotters, and other network-attached peripherals from various vendors (e.g. Xerox, HP, Canon) Xerox and HP compose the majority of the equipment
• Working knowledge of Windows 2003 and Windows 2008 print server operations, troubleshooting, and administration
• Working knowledge of installing, configuring, and utilizing HP Web JetAdmin software to manage HP printer fleet
• IRM training or equivalent experience.
• Windows WMI Scripting knowledge (Intermediate to Proficient Experience)


Equal Opportunity Employer Minorities/Women/Veterans/Disabled

• Experience with creating process flow and end user documentation • Strong data analysis skills; experience with executing scripts to extract data for reporting to management, and audits • Experience working with customers and embedded Desktop Support Analysts to troubleshoot and resolve network print-related issues. Proactive, positive attitude team player who thrives in a fast-paced environment. Enjoys multi-tasking and working as a liaison between various cross-functional teams and the IT organization • Strong communications skills; both written and oral • Strong customer-centric orientation. Builds and maintains good relationships with customers • Builds and maintains good relationships with printer vendors and support technicians • Knowledgeable of TCP/IP troubleshooting and problem resolution • Ability to effectively plan, schedule, and manage work activities to deliver operationally excellent, reliable, and cost-effective network print migration solutions