[Hiring] Enterprise Print Services Specialist @Network Designs Inc.

Role Description

Network Designs, Inc. (NDi) is seeking an Enterprise Print Services Specialist (PrinterLogic) to provide operational and technical support for enterprise print services within a Federal IT environment. This role is primarily responsible for supporting the PrinterLogic enterprise print management platform, including:

• Print-service administration
• Incident and service request management
• Troubleshooting
• Configuration support
• Documentation
• Reporting
• Continuous service improvement

The Enterprise Print Services Specialist will work with Government customers, technical teams, and service providers to maintain reliable printing services and resolve issues in accordance with established procedures and service expectations.

Qualifications

• Bachelor's degree in an Information Technology-related field.
• Minimum of seven (7) years of relevant experience supporting enterprise IT operations, service desk/ticketing workflows, endpoint or print services, or similar operational support functions.
• Experience working within structured enterprise incident and service-request management processes.
• Experience troubleshooting technical issues in a production IT environment.
• Experience maintaining accurate technical and operational documentation.
• Experience providing customer-facing IT support.
• Working knowledge of enterprise print services and related technologies.
• Knowledge of print queues, drivers, printer profiles, permissions, configurations, and common troubleshooting practices.
• Experience using enterprise ticketing and workflow systems.
• Ability to clearly document troubleshooting activities, technical findings, configuration information, and resolutions.
• Strong customer-service skills and ability to communicate effectively with technical and non-technical users.
• Strong attention to detail and commitment to configuration consistency and accurate recordkeeping.
• Ability to prioritize and manage multiple concurrent requests within a production support environment.
• Ability to work independently while coordinating effectively with technical teams, customers, and external service providers.
• Proficiency with Microsoft Office and collaboration or repository tools used for reporting, tracking, and knowledge management.

Requirements

• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance
• This position is remote, candidate must reside in one of the following states: AL, AZ, DC, FL, GA, ID, MD, MS, NJ, NC, OK, OH, PA, SC, TN, TX, UT, VA, WV

Benefits

• Comprehensive health, dental, vision, pet, and legal insurance
• 401(k) retirement matching
• Paid leave and paid holidays
• Health and wellness programs
• Employer-paid life and disability insurance
• Professional development and education benefits

Essential Duties and Responsibilities

• Provide day-to-day operational and technical support for the PrinterLogic print management platform.
• Support administration and maintenance of PrinterLogic, including:
  • Printer objects
  • Print queues
  • Printer profiles
  • Standard configurations
  • Print-service settings
• Assist with configuration changes, updates, and other PrinterLogic administrative activities as directed.
• Monitor enterprise print services and support continuity, availability, and reliable end-user printing.
• Troubleshoot PrinterLogic and print-service issues affecting end users.
• Coordinate with technical support organizations and service providers to resolve print-service incidents and operational issues.
• Support PrinterLogic rollout, transition, or change activities involving configurations, procedures, or user guidance.
• Receive, triage, track, document, and resolve print-related incidents and service requests.
• Monitor and manage PrinterLogic-related support queues within Government-designated ticketing and workflow systems.
• Ensure tickets are appropriately assigned, updated, routed, escalated, resolved, and closed.
• Maintain timely and accurate ticket documentation in accordance with established procedures and service expectations.
• Prioritize support activities based on urgency, operational impact, and customer needs.
• Communicate request status, troubleshooting actions, workarounds, and resolutions to users and stakeholders.
• Diagnose and resolve enterprise printing issues involving:
  • Print queues
  • Printer drivers
  • Permissions
  • Configuration issues
  • Printer connectivity
  • End-user printer failures
• Identify recurring print-service incidents and common failure patterns.
• Perform structured troubleshooting and document technical findings and corrective actions.
• Coordinate escalations when issues require support from infrastructure teams, vendors, or other technical organizations.
• Recommend standard fixes and operational improvements that reduce recurring print incidents.
• Maintain accurate PrinterLogic configuration records, troubleshooting notes, and operational documentation.
• Ensure documentation is current, complete, and suitable for audit and operational continuity purposes.
• Develop and maintain:
  • Standard Operating Procedures (SOPs)
  • Knowledge base articles
  • Troubleshooting guides
  • Quick-reference guides
  • Job aides
  • End-user instructions
• Update documentation to reflect PrinterLogic configuration changes, process changes, and lessons learned.
• Support knowledge transfer and information sharing across the support team.
• Compile routine operational information and metrics related to enterprise print services, including:
  • Ticket volumes
  • Common issues
  • Printer and queue status
  • Service-performance trends
  • Recurring incidents
• Support ad hoc reporting requirements.
• Analyze print-service incidents and trends to identify recurring issues and service improvement opportunities.
• Recommend improvements to workflows, SOPs, knowledge articles, and standard troubleshooting procedures.
• Help improve service delivery while reducing repeat incidents and unnecessary escalations.