IT Printer Technician

This is a 6-month contract position based in New Haven, CT, with potential for hire. The role is fully onsite, 5 days a week.

About the Role

The Printing and Publishing group is a centralized team responsible for the printer and copier environment, managing approximately 2,000 printers and supporting 13,000 end users. This role oversees critical administrative functions to enhance operational efficiency and client service delivery, serving as the main point of contact in the absence of the Manager. The position involves coordination across billing, customer support, procurement, and workflow management.

Prior experience supporting Ricoh and Kyocera printers is a major plus. Familiarity with the following technologies is helpful: Salesforce, PowerBI, Crystal Reporting, Microsoft Suite, and 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.
• Serve as the primary contact for customer support, triaging incoming calls, emails, and cases; resolve or escalate issues as needed.
• Monitor and clear Papercut print queues as needed.
• Make recommendations for equipment upgrades as requested.
• Handle data entry for order processing from proposal through delivery and installation.
• Create shared accounts and department funds accounts for PaperCut customers.
• Respond to billing inquiries, service requests, move requests, and emergency toner requests.
• Order paper for student printing clusters, track deliveries, and reconcile usage quarterly.
• Use Trello and Office 365 to communicate and schedule deliveries and installations.
• Maintain inventories for equipment supplies, assets for resale, and assets on consignment.
• Process PaperCut and Banner refunds.
• Process invoices for payment in Workday.
• Conduct monthly billing audits: collect meters, verify charges, review exceptions, and generate monthly reports before upload to WorkDay.
• Create journal transactions as needed.

Requirements

• 3-4 years of prior printer support experience.
• Experience supporting an O365 environment.
• Prior experience supporting Ricoh and Kyocera printers is a major plus.
• Six years of related work experience, four of them in the same job family at the next lower level, and a high school diploma; 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.

Skills

• Desktop and printer support.
• Windows 10 troubleshooting.
• Active Directory.
• Demonstrated experience managing billing operations and coordinating customer service functions.
• Proven ability to lead, prioritize, and delegate in a dynamic, fast-paced environment.
• Strong analytical, organizational, and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Proficiency with enterprise systems, including CRM, ticketing platforms, and financial software.
• Case management and technical support.

Pay and Benefits

The pay range for this position is $25.00 - $30.00 per hour.

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance.
• Critical illness, accident, and hospital insurance.
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available).
• Life Insurance (voluntary life and 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).

Schedule

This is a fully onsite position in New Haven, CT, requiring 5 days a week onsite.