Job Title: Onsite Print Administrator
Location: Akron, OH
Duration: Contract - 24 months
Pay Range: $26.42/hr $34.58/hr (W2)
Job ID: 410756
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Field Technical Support Consultant III to join our team. The ideal candidate will have experience in fleet device support, systems monitoring, break/fix, and customer service and a proven ability to resolve incidents, maintain device uptime, and execute change activities.
Responsibilities:
- Monitor systems to detect performance issues and resolve technical problems on assigned hardware, software, and applications using established protocols.
- Identify incident trends, escalate incidents within set timeframes, and follow documented procedures.
- Conduct routine installations and configurations, assemble and integrate systems and products per standards.
- Respond to service, product, technical, and customer-relations inquiries to ensure customer satisfaction.
- Execute approved scripted change management activities while adhering to incident, change, and problem management processes.
- Maintain daily production goals and meet or exceed contract-required response times.
- Align work with strategy, collaborate to improve operations, and support process standardization.
- Protect data confidentiality and support business processes with sound judgment.
- Complete process-oriented assignments, share technical information, and support department plans with minimal supervision.
OSA Level II (Expert) Device Fleet Support:
- Manage consumable inventory and ensure required accessories are available for each device and site.
- Replace toner, consumables, and paper. Clear paper jams.
- Assist end users with device functionality and collect usage pages as needed.
- Proactively troubleshoot and diagnose break/fix events on a best-effort basis.
- Swap devices with spares and manage onsite spare inventory.
- Create and submit support tickets via HP or customer tools and systems.
- Perform maintenance as required or directed by the CDM.
- Use web-based software for proactive fleet monitoring and identify and resolve non-reporting devices.
- Coordinate with HP or third-party suppliers regarding equipment or software status and oversee third-party service agreements.
- Execute IMACDs for the fleet and perform limited to basic break/fix for HP devices with NMU and limited parts, with Field and Channel support as needed.
- Apply knowledge of NT/Unix/MS platforms to resolve fleet issues.
- Liaise with and support HP Account and Support teams.
Required Skills & Qualifications:
- Experience with device fleet support, systems monitoring, and ticketing tools.
- Ability to perform installations, configurations, IMACDs, and basic to limited break/fix for HP devices.
- Working knowledge of