Location: Fort Carson, CO 80913
Duration: 12 months revolving
Work Authorization: Must be authorized to work in the U.S. without sponsorship now or in the future.
Clearance/Certifications: Pending confirmation.
Requirements: Must pass a drug and background check if an offer is accepted.
Position Overview
This role involves supporting a mix of HP printers (400 devices) and Lexmark printers (200 devices) in a managed services environment. Candidates must have hands-on HP and Lexmark break/fix experience and will work onsite at Hospital to maintain the day-to-day output environment.
Key Responsibilities
- Respond to service tickets to diagnose and repair all onsite printer models.
- Monitor and meet Service Level Agreements (SLAs).
- Serve as the primary onsite point of contact for customer relations and support.
- Create and improve operational practices, including:
- Device inventory collection and management.
- Consumables management and IMAC tracking.
- Training end users and trainers as needed.
- Hosting weekly/monthly status meetings with updates on project milestones.
- Work collaboratively with Operations and Project Teams for:
- Device deployments and support services.
- Software and firmware releases.
- Ad hoc tasks like new device installations and updating PCM contact information.
- Document and analyze current workflows to develop efficient business processes.
- Facilitate ongoing mission-critical tasks identified by the Operations team.
Customer Operations Requirements
- Recommend and implement operations techniques to improve productivity, increase efficiencies, and cut costs.
- Assume additional responsibilities as needed to support customer satisfaction.
Experience and Skills Required
- Technical:
- 5+ years of customer service experience with a focus on printer repair support (HP and Lexmark).
- Printer repair knowledge: driver implementation, network management, IP protocols, SNMP.
- Strong database skills (Excel, Word) and administrative capabilities.
- Experience managing multi-disciplinary projects.
- Preferred Certifications/Clearance:
- Security+ certification.
- DoD Secret/Confidential Clearance (FIS Tier 3).
- Personal Characteristics:
- High energy and comfortable handling multiple projects.
- Self-motivated and independent in a customer environment.
- Strong problem-solving abilities and effective communication skills.
- Collaborative and well-organized with excellent interpersonal skills.
Education
- Preferred: Business degree or 4–6 years of relevant experience.