IT Customer Support

Ascendum is looking for a talented IT Customer Support consultant to join our team of skilled information systems and technology consultants in the Benton Harbor, MI area.

ROLE & RESPONSIBILITIES:
Serve as level 1 helpdesk support to customer, including answering calls, troubleshooting, creating/managing helpdesk tickets, facilitate break/fix dispatch and resolution.
Work with other vendor IT support staff in issue resolution.
•Perform Level 1 maintenance e.g. paper jam clearing, hot-swap, machine repair in conjunction with Lexmark Customer Support Center
•Install maintenance kits in output devices
•Perform service repair and device setup for printers and MFP’s
•Device inventory collection and analysis – identify current assets at each site
•Remote monitoring of output devices utilizing management tools
•Monitor inventory of printers, scanners, ports and supplies
•Management of device Installs, Moves, Adds and Changes (IMAC)
•Conduct Train the Trainer and End User Training as necessary
•Manage recycling toner cartridges
•Maintain end-user relationship to assure high level of customer satisfaction 


Ascendum provides:

Health and Dental benefits to all consultants.
401(k) Retirement plan with employer contribution.
Paid vacation and sick days.

We welcome inquiries from applicants only (no third parties or agencies please). Candidates must be authorized to work permanently in the United States.  Due to the volume of resumes that we receive, only those candidates selected for review will be contacted. Ascendum is an equal opportunity employer.

EXPERIENCE AND BACKGROUND:
•2+ years experience in customer computer/printer maintenance support.
•Demonstrated knowledge of software driver implementation in MS 98, 2000 Pro, NT 4.0., XP
•Knowledge of IP protocol schema and basic network protocols such as SNMP.
PERSONAL CHARACTERISTICS:
•Individual must demonstrate clear business maturity, in appearance, focus, poise and alertness.
•Self-motivated and comfortable working within a team environment within a customer facility, dealing with day to day end users issues.
•Outgoing individual and well organized.
•Demonstrated ability to perform in a multi-tasking environment.
•Capable of moving equipment weighing up to 50 pounds.
PROBLEM SOLVING:
•Experience in interfacing with Customers, and resolving customer problems.
•Demonstrated ability to a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
EDUCATION & TRAINING
•Working knowledge of printer hardware maintenance, network management, and output analysis.
Keep abreast of the training required for current and new model Lexmark devices and software/workflow solutions. This includes self-study, online classes and attending Lexmark certification classes at Lexmark, Lexington, KY when required.
•Industry certification such as A+ or MCSE is a plus.
•Demonstrated ability to keep abreast of technology associated with computer output environment.
•Associates Degree or equivalent experience