Enterprise Print Services Specialist (PrinterLogic)

About NDi

NDi Network Designs, Inc. is a leading Federal contractor specializing in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, paramount to the company's success and establishment of an enjoyable workplace atmosphere. NDi believes people are the cornerstone of success, and values collaboration, career growth, and winning ideas. Military Veterans are encouraged to apply.

Role Overview

NDi is seeking an Enterprise Print Services Specialist (PrinterLogic) to provide operational and technical support for enterprise print services within a Federal IT environment. This role is primarily responsible for supporting the PrinterLogic enterprise print management platform, including print-service administration, incident and service request management, troubleshooting, configuration support, documentation, reporting, and continuous service improvement. The Specialist will work with Government customers, technical teams, and service providers to maintain reliable printing services and resolve issues in accordance with established procedures and service expectations.

Qualifications

• Bachelor's degree in an Information Technology-related field
• Minimum of seven (7) years of relevant experience supporting enterprise IT operations, service desk/ticketing workflows, endpoint or print services, or similar operational support functions
• Experience working within structured enterprise incident and service-request management processes
• Experience troubleshooting technical issues in a production IT environment
• Experience maintaining accurate technical and operational documentation
• Experience providing customer-facing IT support
• Working knowledge of enterprise print services and related technologies
• Knowledge of print queues, drivers, printer profiles, permissions, configurations, and common troubleshooting practices
• Experience using enterprise ticketing and workflow systems
• Ability to clearly document troubleshooting activities, technical findings, configuration information, and resolutions
• Strong customer-service skills and ability to communicate effectively with technical and non-technical users
• Strong attention to detail and commitment to configuration consistency and accurate recordkeeping
• Ability to prioritize and manage multiple concurrent requests within a production support environment
• Ability to work independently while coordinating effectively with technical teams, customers, and external service providers
• Proficiency with Microsoft Office and collaboration or repository tools used for reporting, tracking, and knowledge management

Preferred Qualifications

• Hands-on experience supporting or administering PrinterLogic in an enterprise environment
• Experience supporting enterprise or geographically distributed print environments
• Experience with PrinterLogic printer objects, queues, profiles, and configurations
• Experience troubleshooting printer drivers, permissions, deployment issues, and end-user print failures
• Experience supporting enterprise print-service transitions, upgrades, rollouts, or configuration changes
• Experience developing print-related SOPs, knowledge articles, troubleshooting guides, and end-user documentation
• Experience analyzing support-ticket trends and implementing improvements to reduce recurring incidents

Key Tools and Technologies

Candidates should have experience with, or the ability to quickly become proficient in:

• PrinterLogic
• Enterprise print-management technologies
• Print queues and printer drivers
• Printer profiles and configurations
• Enterprise ticketing/workflow systems
• Microsoft Office Suite
• Collaboration and document repositories
• Knowledge-management tools

Essential Duties and Responsibilities

PrinterLogic Administration and Support

• Provide day-to-day operational and technical support for the PrinterLogic print management platform
• Support administration and maintenance of PrinterLogic, including: printer objects, print queues, printer profiles, standard configurations, and print-service settings
• Assist with configuration changes, updates, and other PrinterLogic administrative activities as directed
• Monitor enterprise print services and support continuity, availability, and reliable end-user printing
• Troubleshoot PrinterLogic and print-service issues affecting end users
• Coordinate with technical support organizations and service providers to resolve print-service incidents and operational issues
• Support PrinterLogic rollout, transition, or change activities involving configurations, procedures, or user guidance

Incident and Service Request Management

• Receive, triage, track, document, and resolve print-related incidents and service requests
• Monitor and manage PrinterLogic-related support queues within Government-designated ticketing and workflow systems
• Ensure tickets are appropriately assigned, updated, routed, escalated, resolved, and closed
• Maintain timely and accurate ticket documentation in accordance with established procedures and service expectations
• Prioritize support activities based on urgency, operational impact, and customer needs
• Communicate request status, troubleshooting actions, workarounds, and resolutions to users and stakeholders

Enterprise Print Troubleshooting

• Diagnose and resolve enterprise printing issues involving: print queues, printer drivers, permissions, configuration issues, printer connectivity, and end-user printer failures
• Identify recurring print-service incidents and common failure patterns
• Perform structured troubleshooting and document technical findings and corrective actions
• Coordinate escalations when issues require support from infrastructure teams, vendors, or other technical organizations
• Recommend standard fixes and operational improvements that reduce recurring print incidents

Documentation and Knowledge Management

• Maintain accurate PrinterLogic configuration records, troubleshooting notes, and operational documentation
• Ensure documentation is current, complete, and suitable for audit and operational continuity purposes
• Develop and maintain: Standard Operating Procedures (SOPs), knowledge base articles, troubleshooting guides, quick-reference guides, job aides, and end-user instructions
• Update documentation to reflect PrinterLogic configuration changes, process changes, and lessons learned
• Support knowledge transfer and information sharing across the support team

Reporting and Service Improvement

• Compile routine operational information and metrics related to enterprise print services, including: ticket volumes, common issues, printer and queue status, service-performance trends, and recurring incidents
• Support ad hoc reporting requirements
• Analyze print-service incidents and trends to identify recurring issues and service improvement opportunities
• Recommend improvements to workflows, SOPs, knowledge articles, and standard troubleshooting procedures
• Help improve service delivery while reducing repeat incidents and unnecessary escalations

Requirements

• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance
• This position is remote; candidate must reside in one of the following states: AL, AZ, DC, FL, GA, ID, MD, MS, NJ, NC, OK, OH, PA, SC, TN, TX, UT, VA, WV

Compensation and Benefits

NDi offers competitive benefits and compensation packages, including:

• Comprehensive health, dental, vision, pet, and legal insurance
• 401(k) retirement matching
• Paid leave and paid holidays
• Health and wellness programs
• Employer-paid life and disability insurance
• Professional development and education benefits