Onsite Administrator - Print

Location: All Cities, Massachusetts, United States of America

Department: Your Privacy

About the Role

HP Inc. is seeking a skilled Onsite Administrator - Print (OSA Level II) to join our dynamic Services team in Boston, Massachusetts. This customer-facing role is pivotal in delivering innovative print solutions that empower businesses with reliable, high-performance HP printing technology. As a trusted advisor, you will monitor print fleets using advanced web-based tools, proactively identify issues, and ensure seamless device operation at customer sites. Residing in or commuting daily to Boston is required, embodying HP's commitment to onsite excellence and customer-centric service in a teleworker-hybrid model. Leverage your technical expertise to drive operational efficiency, aligning with HP's culture of innovation where every team member contributes to reshaping technology for a sustainable future. In this role, you will manage consumables inventory, perform hands-on maintenance like toner replacements and jam clearing, and provide end-user support while coordinating with HP's branded support ecosystem. Responsibilities include initial troubleshooting, device swaps with spares, usage tracking, and escalating incidents per strict protocols to exceed service level agreements. By executing standardized installations and change management, you will uphold quality standards and customer requirements, fostering trust and satisfaction. Your forward-thinking approach will identify trends, support process improvements, and collaborate across teams to standardize global operations, all while safeguarding data confidentiality in line with HP's rigorous standards. Ideal candidates bring 2-5 years of experience in printer maintenance or IT support, a high school diploma or equivalent, and the agility to solve moderately complex problems independently. Thrive in HP's inclusive environment that values diverse perspectives, effective communication, and results orientation. With competitive pay of $22-$29 USD per hour and comprehensive benefits, this position offers career growth in a company operating in 170+ countries, where innovation fuels professional development and every voice drives success.

Key Responsibilities

• Monitor HP print systems proactively using web-based software to detect performance issues and resolve technical problems
• Manage consumable inventory, replace toner, consumables, and paper, ensuring adequate stock at customer sites
• Clear paper jams, assist end users with device functionality, and perform initial troubleshooting and basic break-fix services
• Swap out devices with spares as needed and collect usage pages per devices
• Coordinate with HP branded support and report customer dissatisfaction to CSM/SDM
• Execute routine installations, configurations, and maintenance on HP printers as directed by ADM
• Track usage and activities at customer sites while adhering to incident escalation timeframes
• Respond to service inquiries promptly to maintain high customer satisfaction and exceed contract response times
• Align work with HP's innovation strategies, collaborate on process improvements, and ensure compliance with quality standards
• Maintain data confidentiality and support business processes with independent judgment

Required Qualifications

• High School Diploma/General Education Diploma (GED) or higher secondary education or commensurate work experience
• 2-5 years of related work experience in maintenance, quality, or a related field
• Ability to reside in or commute daily to Boston, Massachusetts customer site
• Proficiency in troubleshooting and basic break-fix services for HP printers
• Experience managing consumable inventory and performing routine printer maintenance
• Familiarity with web-based software for fleet management and proactive monitoring
• Strong customer service skills with ability to assist end users effectively
• Ability to work independently with minimal supervision on moderately complex tasks

Preferred Qualifications

• Experience in IT service management or technical support for printing devices
• Knowledge of HP printer hardware and software ecosystems
• Previous role in onsite administration or field support services
• Certifications in ITIL or related IT service frameworks
• Demonstrated competence in data analysis for usage tracking
• Background in coordinating with vendor support teams

Required Skills

• Technical Support
• Change Management
• IT Service Management
• Information Technology Infrastructure Library (ITIL)
• Printer Maintenance and Troubleshooting
• Consumables Inventory Management
• Web-based Fleet Monitoring
• Data Analysis
• Customer Centricity
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Problem Resolution
• Business Process Improvement
• Linux or Microsoft Azure basics
• Project Management fundamentals

Benefits

• Comprehensive health, dental, and vision insurance
• Long-term and short-term disability insurance
• Employee assistance program and flexible spending account
• Life insurance coverage
• Generous time off including 15 days PTO, 13 paid holidays, and 4-12 weeks fully paid parental leave based on tenure
• Opportunity to join HP's innovative culture fostering collaboration and career mobility
• Access to global professional network and advancement opportunities in technology services
• Support for work-life balance in a customer-centric environment

HP Inc. is an equal opportunity employer.