The Hertz Corporation Managed Print Services Analyst in Oklahoma City, Oklahoma
The MPS Analyst role is responsible for managing and maintaining the services, solutions, and devices that make up the global Hertz network printer and MFD fleet. The role participates in all activities relating to Incidents, Requests, Changes and IMACs for the components involved in the standard managed print services environment. Detailed responsibilities for the role are defined as follows:
Monitor quality and Service Level Agreement adherence for vendor-managed break/fix support of printer and multifunction devices.
Serve as 3 rd -level support resource to resolve technical issues with print servers, managed print services application servers, as well as the connectivity of devices and associated infrastructure.
Coordinate support activities with other 3 rd -level support teams (cloud ops, infrastructure, network, firewall, security, etc.) as necessary.
Serve as communication and escalation point between printer vendors, internal support resources, and our end-user community.
Produce and monitor reports to demonstrate vendor performance in accordance with contractual SLAs.
Participate in high-severity issue resolution by coordinating all appropriate resources and driving the technical troubleshooting process for printer fleet outages.
Ensure the complete tracking of all network printer assets across the distributed fleet to ensure consistently accurate inventory of devices and accessories.
Review and analyze reports from managed print services application for the purposes of facilitating vendor billing activities.
Assist management with producing and analyzing usage data and statistics for the purposes of budget planning and lifecycle management.
Coordinate activities pertaining to lease-end transitions of devices, including scheduled removals and maintenance of lease contract information.
Ensure all devices in the printer fleet have a corresponding accurate Configuration Item (CI) in the relevant ITSM tools (ServiceNow).
Initiate Change Management process to coordinate the implementation of approved standard configurations and software revisions.
Coordinate vendor activities in support of Change Management process.
Responsible for overseeing vendor change implementation quality and vendor adherence to our Change Management process.
Report all anticipated changes and planned activity to leadership on a continual basis.
Represent the technical content of proposed changes to managed print services infrastructure and devices within the Change Advisory Board (CAB).
Be responsible for initiating established processes for ordering, installing, maintaining, configuring, and retiring managed print services devices and infrastructure components.
Plan and coordinate moves, additions and removals of managed print services equipment based on end-user requests.
Place orders for new equipment, as directed and approved via relevant workflows.
Assist end-users with various ad hoc requests concerning print services.
Assist other support functions, as necessary, to fulfill requests pertaining to the managed print services environment.
Coordinate vendor activities in support of Request Management Process.
Respond to requests from Information Security to analyze and report on active security vulnerabilities across the managed print services fleet.
Coordinate resolution of CERT incidents that apply to devices within the managed print services fleet.
Initiate and oversee vendor response in support of Information Security initiatives and practices.
Ensure printer service vendors maintain standard approved configurations for all printer and multifunction devices.
Report on actions taken to resolve vulnerabilities and escalate vulnerabilities in which a technical solution does not exist or is not applicable.
Attend recurring meetings hosted by Information Security to monitor and report on the status of vulnerabilities within the managed print services fleet.
+4 years of general IT Asset Mgmt or Technical Support experience.
+3 years’ experience supporting computer hardware, operating systems, smartphones, tablets, and printers
+3 years of technical experience with network-based client and peripheral devices, with good knowledge of basic network addressing (TCP/IP, MAC addresses, DNS).
Hands-on troubleshooting experience with the ability to perform under pressure
Analytical and problem-solving abilities, with keen attention to detail
Organized, detail-oriented, deadline-driven, and able to handle multiple responsibilities in a fast-paced environment
Strong customer-service orientation with a focus on customer satisfaction
Flexibility to be on-call during off hours and weekends
Experience teaching people to use technology
Passionate about continuous improvement
Working knowledge of:
Microsoft Windows 10
Microsoft Windows Server 2012 R2-2019
Mac OS X
Microsoft Office 365 (Teams, Office, Stream, OneDrive, SharePoint, etc.)
PCs, Tablets, Laptops, Printers, MFDs, and various user devices
Cisco Webex or similar conferencing product
Canon and Ricoh printers and multi-function devices
Ability to communicate technical concepts to non-technical people
Ability to effectively communicate limitations and restrictions due to technical or policy reasons
A+ and Microsoft certifications a plus
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
Job ID 181649
# Positions 1
Category Information Technology
Division WHQ - Estero - Only
Position Type Regular Full Time