It Support Technician - Printer

About the Role

We are seeking an experienced IT Support Technician – Print Services to support a large-scale print and publishing environment. This role combines strong technical troubleshooting abilities with operational and administrative expertise, serving as a key point of contact for support requests and ensuring efficient service delivery and business continuity.

Responsibilities

• Technical Support & Service Coordination
  • Serve as the primary point of contact for print services support requests.
  • Triage incoming calls, emails, and service tickets; resolve issues or escalate as appropriate.
  • Troubleshoot, maintain, and support Ricoh and Kyocera printers and copiers.
  • Monitor and manage PaperCut print queues.
  • Support printer installations, moves, adds, changes, upgrades, and maintenance activities.
  • Respond to service requests, equipment issues, billing inquiries, and urgent supply requests.
• Administrative Operations
  • Coordinate and manage support workflows to ensure timely service delivery.
  • Assign, prioritize, and track operational tasks and requests.
  • Process orders from proposal through delivery and installation.
  • Create and maintain PaperCut accounts and departmental billing accounts.
  • Use Office 365 and collaboration tools to coordinate installations and deliveries.
  • Recommend equipment upgrades and improvements based on operational needs.
  • Maintain accurate documentation and operational records.
• Financial & Procurement Support
  • Oversee billing activities, including invoice generation, payment tracking, reconciliation, and issue resolution.
  • Perform monthly billing audits, including meter collection, charge verification, exception review, and reporting.
  • Process refunds and financial transactions through enterprise systems.
  • Support journal transaction creation and financial record maintenance.
  • Coordinate procurement activities and vendor communications.
  • Manage inventory for printer supplies, equipment assets, and consignment inventory.
  • Track paper orders and reconcile usage for printing locations.
• Operational Leadership
  • Serve as the designated point of contact during leadership absences to support day-to-day operations.
  • Coordinate support activities and assist with workload prioritization.
  • Identify and implement process improvements to enhance efficiency and service quality.
  • Partner with cross-functional teams to support operational objectives.
  • Assist with developing and maintaining policies, procedures, and best practices.

Requirements

• 3–5+ years of experience in an IT services, technical support, or operational support environment.
• Previous supervisory, lead, or team coordination experience.
• Experience troubleshooting and supporting Ricoh and/or Kyocera printers.
• Familiarity with procurement processes and inventory management systems.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using CRM, ticketing, financial, or enterprise business systems.

Preferred Qualifications

• Experience with one or more of the following: PaperCut, Salesforce, Power BI, Crystal Reports, Microsoft Office Suite, Workday, Banner, Trello, Adobe Photoshop.

Skills

• Printer & Copier Support
• Printer Troubleshooting & Maintenance
• Windows Support
• Active Directory
• Technical Support
• Ticket Management Systems
• Inventory Management
• Billing & Reconciliation
• Procurement Coordination
• Workflow Management
• Customer Service Operations

Education & Experience

Candidates may qualify through a combination of education and experience, including:

• Bachelor's degree in a related field
• Equivalent combination of education and professional experience

Work Environment

• 100% on-site in New Haven, CT
• 37.5-hour work week
• Collaborative, fast-paced technical and operational environment
• Opportunity to support a large-scale print services operation serving thousands of end users

Pay

The pay range for this position is $25.00 - $30.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & 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

• 100% On-Site
• 37.5 Hours per Week