Print Support Specialist

Ricoh • Chicago, IL

5d • $20 - $24

About The Position

The Print Support Specialist is responsible for daily support of assigned RICOH managed devices within a customer’s fleet. The role responds to customer requests for technical support and training with a focus on customer service; replenishes consumables; facilitates service and supply requests; and performs basic end-user device maintenance, escalating service problems as needed. The position may also involve procuring printer hardware and managing on-site parts and consumables inventory.

The specialist monitors device service and supply alerts, resolves service requests to meet service level agreements, maintains device asset and location records, and supports fleet optimization. The role includes supply ordering and inventory management, meter-read documentation, user and team-member training, coordinating device moves and IMACD tasks, providing updates on issue resolution, and completing administrative work accurately and on time. The position typically works in an office environment and involves regular contact with customers and internal personnel. Modest physical effort is required, including walking, standing, bending, reaching, and lifting or carrying objects weighing up to 50 pounds.

Requirements

• High school diploma or equivalent.
• IT help desk support experience in application and hardware support.
• Excellent customer service skills, including following up to ensure issues are closed and communicating effectively.
• Good project management skills and ability to prioritize tasks.
• Strong technical knowledge of network and site-specific printers and company products.
• Strong interpersonal and verbal communication skills.
• Methodical approach to resolving problems.
• Complete Ricoh Learning Institute courseware within the timeframe assigned or directed by management.

Nice To Haves

• Additional education preferred.
• HP certifications.

Responsibilities

• Work to ensure customer and RICOH service level agreements are achieved.
• Monitor device service and supply alerts and respond to and resolve service requests to maintain device availability.
• Maintain an accurate list and location records for managed devices using printer fleet tools and databases.
• Identify over- or under-utilized, frequently serviced, and exception devices to support fleet optimization.
• Respond to customer support requests promptly, accurately, and professionally, escalating service problems when necessary.
• Follow the IMACD process, coordinate and support functional tasks, and communicate status in a timely manner.
• Maintain adequate supplies inventory for devices and their volume requirements.
• Order supplies and maintain appropriate PAR levels; monitor and return unused or excess RICOH-owned supplies as PAR levels dictate.
• Document and report fleet meter reads.
• Train customers and team members on RICOH equipment and features, and assist with mapping devices.
• Use support resources to minimize field service dispatches and escalate issues to Level 2 support as necessary.
• Proactively communicate problem-resolution status to customers.
• Provide end users with detailed remote-access information and document complete troubleshooting information.
• Assist with hot swap tasks to maintain continuity for users.
• Move desktop printers only with approval through the SR process.
• Manage on-site hardware and hot swap inventories.
• Manage printer procurement as required by the customer.
• Support inventory and implementation efforts.
• Complete required administrative tasks accurately and on time.
• Maintain a professional appearance and positive demeanor.
• Perform other duties as assigned.

Benefits

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time and paid holidays.
• Other benefits supporting health, wellness, and personal and professional development.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED