What are the responsibilities and job description for the Print Systems Support Specialist position at Marco Technologies?
POSITION SUMMARY/OBJECTIVE
The Print Systems Support Specialist is responsible for delivering exceptional service and solutions to clients, ensuring a high level of customer satisfaction. This role provides comprehensive support for the print systems of key clients, managing printer logic, addressing hardware service requests and maintaining clear and effective communication with customers. The Specialist will oversee the efficient management of incident, service request, change and problem tickets, while delivering expert troubleshooting and resolution for network printer issues.
ESSENTIAL FUNCTIONS
- Printer Management
o Install PrinterLogic on printers and manage badge printing.
o Update PrinterLogic applications.
o Create Anywhere Print/Secure badge queues.
o Create discrete print queues.
o Generate hostnames for HP-approved printers.
- Incident Ownership
o Include comprehensive records before reassigning incidents to another team.
o Thoroughly document all troubleshooting steps, avoiding shortcuts.
- Troubleshooting
o Provide world-class troubleshooting for any network printers.
o Perform HP-approved printer firmware upgrades.
o Upgrade HP printer drivers to the latest versions.
- Service Request Ownership
o Manage service requests for HP Office-approved Multi-Function and Single Function printers.
- Change Ticket Ownership
o Open and implement change tickets as necessary.
o Submit change tasks for peer review.
- Problem Ticket Ownership
o Collaborate with the team to discuss problem tickets and owns the resolution process.
- Issue Management
o Provide recommendations for every known/unknown issue or incident.
o Open change tickets or connect with the Site Reliability Engineering (SRE) team as required.
o Obtain approval from Optum for Go/No-Go decisions.
- Vulnerability Handling
o Resolve Vulnerability Incident Tracking (VIT) if in scope; otherwise, open a ticket and assign to Deployment or SQL based on VIT.
- Maintenance
o Update and maintain the toner owner list and seek new toner owners.
o Update and maintain the printer list Web JetAdmin (WJA) and Device Control Center (DCC).
o Conduct new product evaluations.
- Process Improvement
o Develop best practices, operational procedures and design documentation.
o Stay up to date with state-of-the-art technology, equipment and systems.
- Accurately maintain and comply with documentation and administrative procedures in a timely manner, including time entry.
- Maintain effective communication with customers and team members.
- Attend required company and departmental meetings.
- Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
- Perform other related duties as assigned.
QUALIFICATIONS
Education and Experience
- Bachelor's degree and 5-7 years of relevant experience; or equivalent combination of education and experience.
Licenses and Certifications
- Valid Driver's License, proof of personal insurance and an acceptable driving record.
REQUIRED SKILLS
1. Understanding of TCP/IP, DNS, SMTP and other network protocols.
2. Ability to initialize software databases on Microsoft SQL Server, PostgreSQL, and MySQL.
3. Understanding and executing Microsoft SQL queries.
4. Experience with Microsoft Windows/Server OS, MacOS and iOS.
5. Experience with production application deployments in AWS, GCP, or Azure.
6. Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
7. Function as a good educator who is trustworthy and willing to share information.
8. Excellent analytical and organization skills, including the proven ability to adapt to a dynamic project environment and manage multiple projects.
9. Energetic, forward-thinking and creative.
10. Function collaboratively as part of a fast-paced, client orientated department.
11. Self-starter with the ability to perform with little or no direct supervision.
12. Follow policies and procedures; Complete administrative tasks correctly and on time; Support organization's goals and values.
13. Adapt to changes in the work environment; Change approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Compensation: N/A
