It Support Technician

*Description*

The Printing and Publishing is a centralized group which is responsible for the Printer and Copier environment. They own all the printers and copiers in the environment and then provide a service around them which includes: installation, troubleshooting, compiling usage rates, maintenance, moves/adds/change support, and much more. They support roughly 2,000 printers and 13,000 end users.

This position will be responsible for overseeing critical administrative functions that support the organization's operational efficiency and client service delivery. This role serves as a central point of coordination across billing, customer support, procurement, and workflow management. This person will be the main point of contact assuming responsibility for overseeing and coordinating all tasks in the absence of the Manager, ensuring seamless continuity of operations and adherence to organizational standards.

Should have experience troubleshooting and maintaining Ricoh and Kyocera printers. The following technologies are utilized in this position and prior experience would be helpful: Salesforce, PowerBI, Crystal Reporting, Microsoft Suite, Photoshop


Responsibilities:
Oversee end-to-end billing operations, including invoice generation, payment tracking, reconciliation, and issue resolution.

Coordinate IT customer support activities, ensuring service requests are managed efficiently and aligned with service level expectations.

Manage procurement processes for office and IT-related supplies, including vendor coordination and inventory control.

Assign, prioritize, and monitor administrative and support workflows to optimize productivity and resource allocation.

Act as the designated point of contact in the absence of the Manager, exercising sound judgment and decision-making in overseeing and coordinating the work of others.

Evaluate operational performance and implement process improvements to enhance efficiency and service quality.

Maintain accurate and compliant records related to billing, support operations, and administrative activities.

Collaborate cross-functionally with internal departments to ensure alignment and operational effectiveness.

Support the development and enforcement of administrative policies, procedures, and best practices.

This position operates within a professional IT services environment requiring a high degree of collaboration, responsiveness, and operational discipline. The role may involve managing competing priorities while maintaining a strong focus on client satisfaction and organizational performance.

*Skills*

Desktop, printer support, Windows 10, Troubleshooting, Active directory

*Top Skills Details*

Desktop,printer support,Windows 10,Troubleshooting,Active directory

*Additional Skills & Qualifications*

1. Demonstrated experience managing billing operations and coordinating customer service functions.

2. Proven ability to lead, prioritize, and delegate in a dynamic, fast-paced environment.

3. Strong analytical, organizational, and problem-solving capabilities.

4. Excellent verbal and written communication skills.

5. Proficiency with enterprise systems, including CRM, ticketing platforms, and financial software.

1. Case Management & technical support
a. Primary contact for Customer Support.
b. Triage incoming calls, e-mails and cases; resolve or escalate issues as needed to appropriate technical and/or administrative resources.
c. Monitor and clear Papercut print queues as needed.
2. Administrative Support
a. Make recommendations for equipment upgrades as requested
b. Data entry for order processing from proposal through delivery and installation.
c. Create shared accounts and department funds accounts for PaperCut customers.
d. Respond to billing inquiries, service requests, move requests, emergency toner requests.
e. Order paper for student printing clusters, track deliveries and reconcile usage quarterly.
f. Use Trello and Office 365 to communicate and schedule deliveries and installations.
g. Sponsored Identity.
3. Financial Support
b. Maintain inventories for equipment supplies, assets for resale and assets on consignment.
c. Process PaperCut and Banner refunds.
d. Process invoices for payment in Workday.
e. Monthly billing audit - collect meters, verify charges, review exceptions and monthly reports - prior to monthly upload to WorkDay.
f. Create Journal transactions as needed.

Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate's degree; or little or no work experience and a Bachelor's degree in a related field; or an equivalent combination of experience and education.

*Experience Level*

Expert Level

*Job Type & Location*This is a Contract position based out of New Haven, CT.
*Pay and Benefits*The pay range for this position is $25.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a fully onsite position in New Haven,CT.
*Application Deadline*This position is anticipated to close on Aug 17, 2026.

About TEKsystems


We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services


We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.