Customer Support Specialist I - Centralized Printing

Summary

Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support services. This role will focus on creating and maintaining high quality, timely and consistent experiences across Centralized Printing support touch points, which can include (but is not limited to): In-Person, Email, chat and phone correspondence, Web-based support, tools/applications/portals, Support documentation/content, Virtual demos/training sessions, and in-person meetings, events, or trainings.

Duties And Responsibilities

• Performs large volume and specialty print requests in the centralized printing area. Must exhibit proficiency with print services equipment and associated printing supplies and stock.
• Interacts with customers to define and understand job shop type print requests and complete them to the customers' satisfaction.
• Provide printing solutions that might include binding, cutting, booklet creation, banner creation and in-house bulk form duplication requests. May receive and record customer inquiries regarding print services.
• Conducts printing contract maintenance activities by preparing necessary contract paperwork, invoices, material ordering with supply chain personnel and vendors for all equipment as defined by management.
• Performs customer support, training, and troubleshooting activities for various IT services.
• Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalates issues that require more detailed analysis to more experienced personnel.
• Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.
• Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Performs Asset Management activities that identify and labelling new IT assets, purchasing of new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Completes customer support tasks and assignments given by more senior personnel.Coordinates assistance from others for highly complex technical support areas.
• Organizes and conducts training activities required for various capabilities in support of business and customer needs.
  
  

You Must Have

• 5 years of experience required.
• High School Diploma required.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
• Regular and reliable attendance is an essential function of this job. 
• Ability to travel up to 10% of the time.
• Ability to work remote, hybrid, or on-site as directed by management and is determined by the needs of the business .
• United States Citizenship 
  
  

We Value

• Associates degree in computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
• Demonstrated Experiencing with Adobe Illustrator
• General knowledge of desktop computer systems.
• Beginner to intermediate skills for identifying and resolving technical problems.
• Skill in using operating system software, companion software and utilities.
• Effective communication skills, interpersonal and customer-service skills.
• Some positions within this classification may require unique computer skills.
  
  

Additional Information

• JOB ID: 2548
• Remote Eligibility: On-Site
• Travel Required: 0-10%
• Hourly/Salary: Salary
• Relocation Available: No