| Responsible for supporting BluePrint Student Printing and Faculty and Staff Printing for the Yale Community. With a fleet of over 2400 Multi-function Devices and Printers this requires experience and understanding of copiers, printers, computing systems and networking applications. Typically involves the use of a CRM incident tracking system and system monitoring tools. Only problems of a complex nature will be escalated for resolution.|
Primary contact for students, faculty and staff for issues relating to copiers, printers and PaperCut. Two days a week, the BluePrint Technical Support Specialist is on site for the delivery, installation and removal of new and used devices. Assists in the configuration of the devices, works with DSP personnel to secure IP addresses and load print drivers. Configures devices with network cables, hubs, monitors, keyboards, Igels, PaperCut prox readers and C-pads. Manages the FM Audit application that remotely pulls the meter reads for approximately 80% of our fleet. Responsible for application upgrades as necessary, liaison to the vendor that hosts the application. Maintains the database by adding and deleting devices as necessary. Ensures accuracy of the data. Processes the upload file at the end of each month. Monitors BluePrint Alerts and PaperCut print queues to trouble shoot issues before they are reported. First level of support for incoming calls of printer/MFD problems, including network connectivity, application failures, inability to print, training issues, refunds and field service issues
Posting Position Title: IT Support Technician 1
University Job Title: BluePrint Technical Support Specialist
Work Week: Standard (M-F equal number of hours per day)
Required Skill/ability 1: Technical expertise and experience with the Ricoh and Kyocera copier brands in addition to the PaperCut software program and peripheral devices. Ability to support, configure and troubleshoot issues via phone or on-sight with the customer.
Required Skill/ability 2: Demonstrated experience with networking, Proteus, FM Audit, PaperCut and Salesforce. Working proficiency with basic Office applications like Word, Excel, Access, Trello, and Outlook.
Required Skill/ability 3: Proven ability and drive to provide excellent customer service. Comfortable working onsite and face-to-face with customers and the ability to solve problems as the arise in a quick and efficient manner.
Required Skill/ability 4: Exceptional oral and written communication skills, well organized, and detail-oriented.
Required Skill/ability 5: Service-minded, self-motivated and able to work independently, in a team environment and across organizational units.
Preferred Education, Experience and Skills: Field service support exp. with a Business Machines or in a Help Desk environment/capacity. Proven ability to use a combination of research, previous experience, testing and escalation to efficiently find best solutions to technical problems, including applying standards and best practices in implementing stable solution that best meet a client's business and operation requirements.
Required Licenses Or Certifications: