IT Field Technician- Industrial Printers for ID cards
Maryland Remote Worker
IT Field Technician- Industrial Printers for ID cards
Glen Burnie, Maryland- Onsite
Position Summary
As an IT Field Tech for the Government Programs team located in Glen Burnie, MD, you will be part of a team that is responsible for the maintenance of the print farm provided to the Maryland Motor Vehicle Administration.
Regulatory Compliance Requirements
Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation
Key Areas of Responsibility
Your responsibilities will be to maintain the credential production capabilities in the Glen Burnie Facility; as well as act as the primary support for the production interface. You will guarantee maximum uptime and ensure no breech of Service Level Agreements. You will act as the first level of support for the production interface. Production line includes two printers MXX610 and two mailers MXi610/810.
Provide proactive communications to internal and external stakeholders on daily activities and incident tickets while ensuring proper and ongoing progress on the issues and provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers
Manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict while resolving customer reported application & hardware issues and inquiries via phone, emails, remote and onsite access.
Responsible for opening Service Now (SNOW) and JIRA tickets pertaining to customer applications and Hardware support and following up until the tickets are resolved.
Ability to learn and understand technical products and solutions and can disassemble certain products for parts replacement and perform predictive and preventive maintenance testing on a timely basis
Work with operations engineers, sales and system administrators and report to the Service Delivery Manager.
Minimum Qualifications
At least 1 year of experience in a customer-facing role: managing customer expectations and …
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Must have U.S. citizenship Onsite position U.S. citizenship required
Benefits/PerksAdditional benefits Critical illness Dental Extensive benefits program Health Life Insurance Paid Time Off Vision
Tasks- Manage customer relations
- Provide status reports
- Troubleshooting
Communication Compliance Customer Relationship Management Customer service Digital security Documentation Hardware Hardware Maintenance Hardware Support IT Support Jira Preventive Maintenance Sales Security ServiceNow Support Troubleshooting
Experience1 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9