Technical Support/Print Administrator - Onsite Job

BCforward is currently seeking a highly motivated Technical Support/Print Administrator – Onsite Job - opportunity for Lacrosse, WI.

Job Title: Technical Support/Print Administrator – Onsite Job

Location: Phoenix, AZ 85034

Duration: Contract - 24 months

Job Description

We are seeking a Field Technical Support Consultant II to join our team as an Onsite Administrator (Print) - OSA Level II. The role will support HP print environments at a customer site in Phoenix, AZ. The ideal candidate will have experience in printer fleet operations, incident resolution, and customer support, and will demonstrate sound judgment within established procedures.

Responsibilities:

• Monitor systems to detect performance issues and resolve technical problems on assigned hardware and software platforms using established protocols.
• Apply technical knowledge to operate technology areas such as device administration, technical security management, and performance management with moderate complexity.
• Resolve most incidents independently within the technical area and collaborate with team members on complex or cross-technology issues.
• Identify incident trends, potential escalations, and alert management proactively while driving customer expectation management as part of the escalation process.
• Conduct routine installations, configurations, and scripted change management activities in alignment with incident, change, and problem management processes.
• Manage consumable inventory, replace toner and paper, clear paper jams, and ensure adequate consumables across customer sites.
• Assist end users with device functionality and perform initial troubleshooting, including swap of devices with spares as needed.
• Coordinate with HP software-branded support and report customer dissatisfaction to CSM/SDM as required.
• Assist with collection of device usage pages and support contract renewal discussions by identifying additional service opportunities.
• Maintain daily production goals, exceed contract response times, and support department-level operational plans with minimal supervision.
• Build relationships with management in assigned accounts and influence delivery decisions within assigned account plans.
• Manage small projects or programs and contribute to process improvements and standardization.

Required Skills & Qualifications:

• Broad knowledge of HP products and service offerings, including print fleet operations.
• Core technical competencies in operating systems, networking fundamentals, and HP applications relevant to print environments.
• Strong customer service orientation with effective and tactful communication across user and management levels.
• Problem-solving skills with the ability to prioritize, identify alternatives, and implement practical solutions proactively and reactively.
• Basic project management, documentation, and analytical skills with attention to data confidentiality and policy adherence.
• Education: High School Diploma/GED/Higher Secondary or equivalent experience. Bachelor’s degree preferred or Associate degree in a technical field with 4-6 years related experience desired. Typically 2-5 years of related experience in maintenance, quality, or a related field.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.