Deskside Technician II

Stefanini Group•Auburn Hills, MI

About The Position

Ensure operational continuity of NA Print Services, acting as service liaison and operational analyst. This role involves being the primary interface with the EUS Director for print-related activities, managing the lifecycle of print devices, escalating and resolving system/application issues, analyzing print usage for optimization, assisting with large-scale print and facilities initiatives, contributing to process improvement and cost savings, and ensuring rapid reaction to infrastructure or cloud service issues.

Requirements

Excellent knowledge of Print technology, Print mechanics, contract lifecycle, and operational support of all print technology
Technical understanding of Print technology set up configuration (on prem / cloud print services)
Proficiency in ServiceNow or equivalent ITSM solutions
Minimum AS +3 (e.g. Print, IT degree)
Strong understanding of the Print industry (operator processes, contract structures, mobile lifecycle management)
Good IT culture (ticketing tools, databases, data visualization)

Responsibilities

Act as primary interface with EUS Director and project related activities supporting print capabilities, large project initiatives, and print operational troubleshooting
Manage lifecycle of Print devices (inventory, expired contracts, zero-usage, suspensions, ETF waivers)
Escalate and follow-up on system/application issues (coverage, in-building connectivity)
Analyze print type usage usage, identify overages, propose optimization actions
Assist large-scale Print and facilities initiatives (deployment, recycling, migration)
Contribute to process improvement and cost savings initiatives
Ensure rapid reaction and autonomy in dealing with infrastructure or cloud service issues
Operational KPI tracking (response times, resolution, savings)
On-demand incident/escalation reports

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