It Support/Print Production Specialist

All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.

• We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.
• We are FOR providing practical and affordable products designed for those we serve.
• We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.
• We are FOR providing a personalized customer experience to our policyholders and producers.

We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.

We do our best to:

• Demonstrate a desire to assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Be knowledgeable students of our business
• Take full ownership to resolve questions and issues
• Be professional, polite and courteous
• Leave our customers and associates “better than where we found them”

Statement of Position

The Support Specialist - Printing reports directly to the Director of Help Desk Services.

The Print Production Specialist has two main functions, oversee all of the daily onsite printing operations from the Mainframe server and provide tier 1 technical support for the Help Desk to customers on general hardware, software and tech support needs. This role works with many different Boston Mutual teams and the mailroom to ensure all printing jobs such as customer communications, daily reports, marketing brochures, policy pages and more are executed off the mainframe server and delivered on time. This role will sort, organize, and deliver print jobs to the mailroom and other specified locations. When printing responsibilities are complete, they will assist as the first point of contact for customers seeking technical assistance through phone calls, in person or email. It is estimated that the print production support responsibilities are 30-40% of the normal workload.

The Support Specialist – Printing is expected to:

• Operate large enterprise level printers and operator console.
• Kickoff printing tasks onsite and ensure process is run to completion.
• Carefully sort and organize print outputs.
• Order and maintain paper inventory.
• Maintaining and monitoring print/finishing quality.
• Operate and perform all basic maintenance on production printers.
• Call in and report any print malfunctions.
• Fill print cartridges in requested areas of the building.
• Help with onsite IT requests such as equipment retrieval, deliveries, and other IT functions.
• Support customers/employees with technical issues in person, via phone or email.
• Train and assist customers on our proprietary and third-party software.
• Install, make changes and repair computer hardware, software, printers, AV equipment and other peripherals.
• Routine maintenance of phone, computer systems, computers, printers, scanners, network systems & any other technical equipment.
• Maintain inventory for computer hardware, printer and other peripherals.
• Perform other duties and/or projects as assigned.

Qualifications and Knowledge Requirements

Education: Bachelor’s degree in Information Technology or a related field (preferred)

Experience:

• 2 years of relevant experience required. Experience working in Print Production or IT Help Desk
• Desired Competencies: Windows Operating Systems, Microsoft Office Suite, Laptop /Desktop Configurations, Intune and Configuration Manager.

Knowledge Requirements:

• Excellent communication skills and the ability to work well with others is required.
• Ability to work independently and handle multiple priorities within a fast-paced department.
• Must meet the physical requirements for the position, which includes lifting (up to 30 lbs.), standing, bending, and stooping.
• Strong Microsoft Office skills.
• Expertise in the Microsoft Office platform of tools including Microsoft Teams.
• Experience with Help Desk support tools like ZenDesk or ServiceNow.
• Excellent interpersonal and customer services skills and the ability to effectively build and extend relationships.
• Knowledge of Windows Operating Systems, Active Directory, InTune, Configuration Manager, Smart Deploy, LAN, WAN and wireless networks.
• Experience configuring, maintaining AV equipment.
• Self-driven, highly organized and very effective time management skills.
• Team player that lends a hand to co-workers even if the work is outside your job description.
• Manage high volume document management strategy.
• Attention to detail with emphasis on accuracy and quality.

Certifications/Licensures: CompTIA A+ Certification preferred.

Important Information for this role -

• Canton, MA based position – 100% on-site
• Role requires an earlier shift in order to complete report printing by the scheduled times.
  1. 7:30 am EST start time required

Boston Mutual is an equal opportunity employer. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.