It Support Technician

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 position oversees critical administrative functions to support operational efficiency and client service delivery, serving as a central coordination point across billing, customer support, procurement, and workflow management. The role acts as the main point of contact in the absence of the Manager, ensuring continuity of operations. Experience troubleshooting and maintaining Ricoh and Kyocera printers is required.

The following technologies are utilized in this position, and prior experience would be 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.
• Case Management & Technical Support:
  • Primary contact for Customer Support.
  • Triage incoming calls, emails, and cases; resolve or escalate issues as needed to appropriate technical and/or administrative resources.
  • Monitor and clear Papercut print queues as needed.
• Administrative Support:
  • Make recommendations for equipment upgrades as requested.
  • 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.
  • Sponsored Identity management.
• Financial Support:
  • 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 monthly reports—prior to monthly upload to WorkDay.
  • Create journal transactions as needed.

Requirements

• 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.
• 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.

Skills

• Desktop and printer support
• Windows 10
• Troubleshooting
• Active Directory

Pay

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

Benefits

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

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short-term 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, contract position based in New Haven, CT.