Deskside Technician II

Overview Mission: Ensure operational continuity of NA Print Services, acting as service liaison and operational analyst. 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, 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 Required Competencies 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 Qualifications & Background 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) Deliverables Operational KPI tracking (response times, resolution, savings) On-demand incident/escalation reports #J-18808-Ljbffr