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Print Management First Responder / Dell Printer Break/Fix

POSITION PROFILE
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 Ricoh USA Trace 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)
Requires high school diploma (or equivalent); college degree is preferred.
Network and workstation printer trouble shooting and experience.
IT Help Desk Support experience (application & hardware support).
Technical Training & Certifications:
HP Certifications (other site specific certifications may be required as necessary)
Requires strong team approach to business and a successful track record in motivating and managing a staff.
3-5 years of multi-site operations experience in a role with direct client contact in a professional business setting, preferably in facilities management or related outsourcing industry.
Requires successful completion of all Site Manager Level training (internal candidates).
Requires clear status on drug screening and background check.
Reliable transportation and excellent driving record
Valid driver's license and minimum levels of auto insurance coverage per Company policy required
Excellent Customer Services Skills.
Strong organizational skills.
Solid troubleshooting skills.
Detail oriented, strong Microsft Excel skills, Dell Printer break/fix knowledge.
If you want to demonstrate and develop your talents, Ricoh USA offers an excellent career path and the chance to work with a dynamic team and company! For immediate consideration, please apply online.
Ricoh is an EEO/Affirmative Action Employer -- M/F/Disability/Veteran

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