Enterprise Printer Administrator (Endpoint Technician II)
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Under limited supervision, the Managed Print Administrator and Coordinator administers and supports printer devices utilized by the agency. Assist with the configuration, implementation, consultation, documentation, and tracking of IT printer assets and their related systems in accordance with Agency procedures and guidelines. Serves as primary administrator for agency network printers, printer infrastructure, and management of these devices. Diagnoses and repairs complex problems in response to customer-reported incidents. Promote and support collaborative services through customer service, continuous improvement, device life cycle, and tracking of customer service requests to resolution meeting service level agreement timeframes. Adhere to State and agency IT Security polices and standards.
Installs, configures, troubleshoots, and maintains moderately complex to complex customer hardware and software to support the agency network printer devices and supporting administrative systems. Ensures rigorous application of information security standards. Primary administrator of PrinterLogic, Managed Print, and printer infrastructure. Additional systems include Olympus printer portal in support of the agency EHR solution. Process and coordinate departmental requests for printer moves and setup. Works with other IT Staff and program area staff in to support agency printer needs.
Diagnoses and repairs moderately to complex problems in response to customer reported incidents. Proactive and timely resolution to tickets based on the severity of the issue. Provide tier 2 and tier 3 support of printer systems assigned and contact vendor to submit Service Requests and Incident Tickets to resolution. Coordinate with other IT staff and vendors to troubleshoot and resolve highly complex printer related software and hardware issues. Assist with identifying and troubleshooting end point device printer issues to resolution. Document and track in agency ITSM.
Maintains good relations with agency management, customers, vendors, and IT staff. Serves as a liaison to customers and IT staff to meet agency printer needs and tracking of those printer assets. Assist with developing deployment schedule and logistics. Monitor printer usage and billing. Work with program areas and Accounts Receivable to confirm staff usage and discrepancies requiring remediation.
Provides advice and direction to agency on purchases associated with printer devices and services. Researches and provides evaluation of trends and patterns in customer support requirements. Assists with developing and maintaining customer support policies, procedures, standards and training materials.
Directs the preparation of project reports for customers. Assesses project progress and is held accountable for results. Coordinates, designs and maintains documentation, printer standards, and service catalog.
Other duties as assigned.
The employee will work under limited supervision, following established policies, procedures and guidelines. Position requires the ability to work independently in establishing priorities and responding to agency needs Some limited after-hour and weekend work may be required; during emergencies, on call 24 hours a day when activated (agency cellular device is authorized to meet this requirement).
Requirements
Qualifications
- Bachelor’s degree in computer science or related field and 3 yrs. work experience in information technology (IT).
- Associate degree in computer science or related field and 5 yrs. work experience in IT
- High school diploma and 7 yrs. experience in IT.
- Experience with printer device setup and deployment.
- Strong understanding and experience with PrinterLogic, managed print, and Olympus printer portal (2 years).
- Experience administrative printer portals to manage printers, printing services, and supporting environments.
.DRIVING RECORD: If this position requires the applicant to possess a valid driver’s license to operate a state vehicle or personal vehicle, any applicant being considered in the final stages of selection for the position will be required to provide a certified copy of a 10-year driving record.
SC DHEC is an equal employment opportunity/affirmative action employing agency. We are committed to a diverse workforce. SC DHEC does not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability or genetic information.
The South Carolina Department of Health and Environmental Control offers an exceptional benefits package for FTE positions that includes:
- Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
- 15 days annual (vacation) leave per year
- 15 days sick leave per year
- 13 paid holidays
- 2 weeks paid parental leave
- State Retirement Plan and Deferred Compensation Programs
- REMOTE WORK: The option to work partially remote is available after six (6) months of employment if it applies to the position.
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