IT Operations Technician I (Print & Mail)

Overview:
*1st Shift, Schedule is Monday-Friday 7:30am-3:45pm*

Position exists to provide support for the Production batch Print/Mail process and ensure customer document integrity with focus on meeting Service Level Agreements (SLA’s) and statutory mailing requirements.  Individuals in this role provide 1st and 3rd shift monitoring of print workflow jobs, as well as operating high-volume print and inserter machinery.  Individuals in this position generate policyholder documents, claims checks, etc. for daily mail and collaborate with other technical staff to troubleshoot print job failures, as well as hardware issues with print/mail machinery.

Responsibilities:
Run the Production Print batch cycle (execute jobs to print, insert, and organize documents and checks for daily mailing)

Perform quality control inspections to ensure mail integrity for each print job

Run ad hoc/request jobs and handle mail “pull” requests to facilitate work of business departments

Monitor Print/Mail software for potential issues and take corrective action; engage other technical staff as needed (KFB or vendor support resources)

Troubleshoot hardware failures with printers and inserter; take corrective action and work with service technicians to resolve

Perform preventive maintenance on print and inserter hardware as needed

Assist in maintaining required records for audit purposes

Proactively monitor supply levels to ensure smooth work transition between shifts

Exhibit high accountability for KFB physical and system security standards and processes

Support the strategic mission of the IT function as it relates to goals of the organization, especially to meet required Service Level Agreements (SLA’s) regarding timely mailing of KFB documents and checks

Facilitate excellent communication between Operations, IT technical teams, and key business areas to support print-related processes

Participate in formal and on-the-job technical training

Demonstrate positive, supportive attitude of company and departmental goals

Provide excellent customer service to users through support of the Print/Mail batch process and prompt response to requests from business departments

Exhibit attention to detail in all areas of responsibility

Collaborate with other team members regarding work schedules; occasionally cover other shifts if needed

Regular, predictable attendance as individual must physically be in the office

This list of essential functions is non-exhaustive and may be supplemented as necessary

 

Job Specifications

                                                                                                              

Physical demands:  Standing (frequently); Sitting; Lifting (frequently up to 50 lbs); Normal vision and hearing (with or without correction).

Mental demands:  Analytical and problem-solving skills; Ability to work with minimal supervision. 

Environmental factors:  Machine noise; Standard office lighting, and temperature.

Equipment:  Printer, inserter, pallet jack, and folder; Computer keyboard and mouse.

Occasional overtime to support Production and ensure Service Level Agreements (SLA’s) for Print/Mail are met

Qualifications:
High school diploma or G.E.D. required.  Associates Degree preferred or equivalent combination of education, training, and experience

Competent in use of Windows, Microsoft Office, and other common desktop computing technologies

Two years full-time general business experience involving the use of computer equipment and automated systems preferred

General business skills with emphasis on attention to detail and problem resolution

Effective communication skills; able to understand complex technical procedures (verbal and written)

Ability to maintain composure under adverse situations

Ability to make timely and sound decisions under minimal supervision

 

Desired Technical Knowledge

                                                                                              

Pitney Bowes’ Direct Connect

Canon’s PRISMAdirect

Racami’s Alchem-e