Job Summary
Onsite Administrator (Print) -OSA Level II (Tunkhannock, PA)
**For this position the candidate must reside in Tunkhannock, PA / or commute daily to Customer site**
Description
This role is responsible for monitoring systems, detecting performance issues, and resolving technical problems using established protocols. The role engages in addressing customer issues and inquiries to ensure utmost customer satisfaction. The role conducts routine installations and configurations and executes scripted change management activities while adhering to incident, change, and problem management processes. The role consistently meets production goals, aligns work with strategy, maintains data confidentiality, and supports department-level operational plans with minimal supervision.
OSA Level II
- Manage consumable inventory
- Replace toner/consumables/paper
- Ensure adequate consumables are available at customer sites
- Clear paper jams
- Assist end user with device functionality
- Coordinated with HP with SW branded support
- Report customer dissatisfaction to CSM/SDM
- Assist with the collection of usage pages per devices as needed
- Swap out devices with spares as needed
- Perform initial trouble shooting
- Perform maintenance on devices as directed by SDM
- Web based SW to manage fleet - proactive monitoring
- Track usage/activities @ Customer sites
Responsibilities
- Monitors systems to detect performance issues and resolves technical problems on assigned hardware and software platforms/applications using established protocols.
- Identifies incident trends for the purpose of escalating incidents, adhering to strict timeframes, and following established protocols.
- Conducts routine installations and configurations and proficiently assembles and integrates system/products, all in accordance with standard protocols.
- Responds to common service, product, technical, and customer-relations inquiries, addressing problems promptly and appropriately, thereby ensuring a high level of customer satisfaction.
- Executes approved and documented scripted change management activities, adhering rigorously to incident, change, and problem management processes to maintain service quality and compliance.
- Maintains daily production goals and consistently exceeds contract-required response times, ensuring high-quality service delivery.
- Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
- Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
- Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
- Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.
Education & Experience Recommended
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- Typically has 2-5 years of related work experience, preferably in maintenance, quality, or a related field.
Preferred Certifications NA
Knowledge & Skills
- Amazon Web Services
- Auditing
- Business Process
- Business Requirements
- Change Management
- Computer Science
- Data Analysis
- Information Systems
- Information Technology Infrastructure Library
- IT Service Management
- Linux
- Microsoft Azure
- Project Management
- SAP Applications
- Technical Support
Cross-Org Skills
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Impact & Scope
- Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
Complexity
- Works on assignments that are routine to moderately complex in nature and require basic problem resolution.
Disclaimer
- This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
The pay range for this position is $22 up to $26.5 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
The base pay range for this role is $45,760 up to $55,300 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
