It Support Technician

TEKsystems; Washington; On-site; USD 65,000 - 90,000; Full time

Job summary

TEKsystems is seeking an experienced administrator to oversee the printing and publishing operations support functions. You will manage end-to-end billing, procurement, and IT service delivery for roughly 2,000 printers and 13,000 end users, ensuring timely invoices, accurate records, and responsive client service.

In this role you will coordinate cross‑functional workflows, act as the primary backup to the Manager, and drive process improvements across billing, support, and inventory.

Qualifications

• Six years of related work experience with at least four in the same job family or an equivalent combination of experience and education.
• Experience managing billing operations and coordinating customer service functions.
• Proficiency with enterprise systems, including CRM, ticketing platforms, and financial software.

Responsibilities

• Oversee billing operations: bill generation, payment tracking, reconciliation, issue resolution.
• Coordinate IT customer support activities to align with SLAs.
• Manage procurement for office and IT supplies with vendor coordination.
• Prioritize and monitor admin/workflow tasks to optimize productivity.
• Act as contact in manager's absence, ensuring continuity.
• Evaluate performance and implement process improvements.
• Maintain billing, support, and admin records.
• Collaborate with internal departments for alignment.
• Support policy development and enforcement.

Skills

Desktop

printer support

Windows 10

Troubleshooting

Active directory

Education

Bachelor's degree or equivalent experience

Tools

Papercut

Workday

Banner

Trello

Office 365

Job description

Job Description

Description

The Printing and Publishing is a centralized group which is responsible for the Printer and Copier environment. They own all the printers and copiers in the environment and then provide a service around them which includes: installation, troubleshooting, compiling usage rates, maintenance, moves/adds/change support, and much more. They support roughly 2,000 printers and 13,000 end users. This position will be responsible for overseeing critical administrative functions that support the organization’s operational efficiency and client service delivery. This role serves as a central point of coordination across billing, customer support, procurement, and workflow management. This person will be the main point of contact assuming responsibility for overseeing and coordinating all tasks in the absence of the Manager, ensuring seamless continuity of operations and adherence to organizational standards. Should have experience troubleshooting and maintaining Ricoh and Kyocera printers. The following technologies are utilized in this position and prior experience would be helpful: Salesforce, PowerBI, Crystal Reporting, Microsoft Suite, 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. This position operates within a professional IT services environment requiring a high degree of collaboration, responsiveness, and operational discipline. The role may involve managing competing priorities while maintaining a strong focus on client satisfaction and organizational performance.

Skills

Desktop, printer support, Windows 10, Troubleshooting, Active directory

Top Skills Details

Desktop,printer support,Windows 10,Troubleshooting,Active directory

Additional Skills & Qualifications

1. Demonstrated experience managing billing operations and coordinating customer service functions. 2. Proven ability to lead, prioritize, and delegate in a dynamic, fast-paced environment. 3. Strong analytical, organizational, and problem-solving capabilities. 4. Excellent verbal and written communication skills. 5. Proficiency with enterprise systems, including CRM, ticketing platforms, and financial software. 1. Case Management & technical support a. Primary contact for Customer Support. b. Triage incoming calls, e-mails and cases; resolve or elevate issues as needed to appropriate technical and/or administrative resources. c. Monitor and clear Papercut print queues as needed. 2. Administrative Support a. Make recommendations for equipment upgrades as requested b. Data entry for order processing from proposal through delivery and installation. c. Create shared accounts and department funds accounts for PaperCut customers. d. Respond to billing inquiries, service requests, move requests, emergency toner requests. e. Order paper for student printing clusters, track deliveries and reconcile usage quarterly. f. Use Trello and Office 365 to communicate and schedule deliveries and installations. g. Sponsored Identity. 3. Financial Support b. Maintain inventories for equipment supplies, assets for resale and assets on consignment. c. Process PaperCut and Banner refunds. d. Process invoices for payment in Workday. e. Monthly billing audit – collect meters, verify charges, review exceptions and monthly reports – prior to monthly upload to WorkDay. f. Create Journal transactions as needed. Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; 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 Level

Expert Leve