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HP Special Delivery Technician at CompuCom in Glastonbury, Connecticut

Posted in Information Technology 30+ days ago.

Job Description:

CompuCom Systems, Inc. provides end-to-end managed services, technology and consulting to enable the digital workplace for enterprise, midsize and small businesses. Celebrating its 30th year, CompuCom delights with individual experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency.

CompuCom enables our clients to focus on what matters most - their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people. Join the team today by applying to the following Desktop Special Delivery role:

The Desktop Special Delivery candidate will apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems/projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues. Additional skills: Network experience, Good communication skills, good interpersonal skills, positive attitude, customer service experience, organization skills, mechanical aptitude, innovative and resourceful, Capable of working with minimum amount of supervision, ability to recognize, prioritize and solve critical customer requirements, basic PC skills (e.g. Word, Excel). HP Printer Break-Fix training. Keep up to date on HP breakfix requirements.

• De-installation, Installation and configuration of HP Printers.
• Perform Break-fix maintenance and repairs on HP Printers using diagnostics and technical experience.
• Provides the customer with overview of installation or repair activity.
• Must keep the customer well informed through service.
• Maintains a high level of customer satisfaction by clarifying what the customer needs and ensuring that they are met.
• Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures
• Monitor alerts using HP Tools and take appropriate actions to resolve issue or facilitate repair calls.
• HP Project work completed daily.
• Replaces device toner, ink, and supplies / Clear paper jams on an as available basis
• Assist customer with use of HP devices
• Respond to calls that printer is not functioning and be able to engage HP break/fix support for repairs, if necessary.
• Ensure that adequate supplies are available at the customer location.
• Report any occurrences of customer dissatisfaction to the HP PROJECT MANAGER.
• May collect manual page counts at device, depending on billing infrastructure or non-networked devices.
• Provide initial troubleshooting for device problems and/or perform spare device replacements
• Perform preventative maintenance on device fleet as directed by the HP PROJECT MANAGER
• Provide end-user basic function training as required
• Use of web-based software to manage the fleet: Proactive monitoring of WJA, updating MPA maps with moves, adds, changes, enter trouble tickets into customer supplied ticket system.
• Use of software (e.g., Word, Excel) to track usage/activities at customer location(s)
• Manage onsite spares.
• Working with 3rd party vendors on status of equipment for which they are responsible
• Individuals must have the aptitude and physical capabilities to meet MPS deliverables. Able to lift "X" pounds ( As suggested by OSHA and the local National Institute for Occupational Safety and Health) and withstand frequent walking within a campus.
• Create print queues and acquire IP address for installations
• Applies knowledge of NT/Unix/MS platforms to resolve issues with fleet.
• Manage WJA alerts and update WJA
• DSS configuration and Management
• Help/desk support management
• HP Project Manages Bristol and non-Bristol Campus Sites reporting and paperwork requirements in support of managed print services
• HP Project Manages Bristol and non-Bristol Campus Sites Automated Supplies Management and Automatic Toner Delivery (ASM/ATD) requirements
• ESPN Fleet size is estimated at 1,500 devices, located in Bristol Campus and non-Bristol locations collectively

HP Break/Fix

Reporting Requirements
Weekly written status reports that summarize:
  • The Services (including all tasks and activities) performed and effort (hours) expended by Supplier for that time period.
  • A forecast of activities proposed to be completed by Supplier during future weeks, and the estimated effort (number of hours) to complete those activities. These projections for future week's activities and effort will be for informational purposes only and will not be binding.
  • Any issues that need to be addressed.

Supplier will submit its status reports to the HP Project Manager each week by Monday of the following week.