Printer Technician - HP Certification Required

Position ProfileThe Printer Technician is responsible for the daily support of site-specific network and workstation printers. This position responds to Associate Engineer escalated support requests or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Printer Technician is responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database upon closure of the ticket, or upon escalation of the support request to a Senior Engineer (Level 3). Responsibilities include escalating any network, personnel, and end user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. In addition, responsibilities may include the procurement of printer hardware and the maintenance of an on-site parts/consumables. The Printer Technician is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting. Job Duties and Responsibilities Daily support of site-specific network and workstation printers.Responds to Associate Engineer (Level 1) escalated support requests and resolves the support request in a timely, accurately, and professional manner.The Printer Technician escalates the support request to a Senior Engineer (Level 3) if the support request cannot be resolved in a timeframe that meets the end users needs.The Printer Technician should always Listen, Understand, Communicate, and then Deliver Support to the end user.Continuously informs the end user and/or the Associate Engineer (Level 1) on the progress of the resolution.When instructed by IT or the Help Desk Manager, the Printer Technician keeps end users informed of any major problems or scheduled down times as he/she provides support.Projects a professional image and attitude at all times.Test new or enhanced printers or software applications and provides feedback to the Help DeskManager as well as the Client Site Manager of User Support.Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.Provides support and guidance to Associate Engineers (Level 1) as well as to Tier 3 Engineers.Manages on-site hardware & consumables inventory.Manages printer procurementManages printer hot swapResponsible for providing fleet meter readsResponsible for maintaining printer fleet databases Qualifications (Education, Experience and Certifications) High School Diploma. Secondary School Degree PreferredTechnical Training & Certifications: HP Certification(s) required, (i.e.: A+, NETWORK +, MCP, MCSE, MOUS)IT Help Desk support experience (application & hardware support) Apply On-line IKON is an Equal Opportunity Employer, M/F/D/V.