Copier Program Assistant

HOW TO APPLY

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 12-19-2024

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Copy, Mail, and Receiving Services (CMRS) is a recharge-funded organization within the Division of Finance, Operations, and Administration (FOA) division at the University of California (UC) Santa Cruz. CMRS provides leadership in the areas of centralized and distributed digital printing, copying, and scanning, large format printing, LiveScan services, inbound, outbound, and campus mail services, campus surplus management, campus receiving services, and ID card services in support of the university's mission. Through these units, educational and developmental programs and services are supported for all members of the campus community including students, faculty, staff, children and external constituents.

Within CMRS, the Copier Program unit is funded solely by recharges, whose mission is to provide to the campus community with Multi-functional printing/copying/scanning devices, providing baseline services which complement the academic environment and which support the diverse needs of the campus community.

More information can be found at https://www.copierprogram.ucsc.edu/

JOB SUMMARY

Under the general supervision of the UCSC Copier Program Manager, the Copier Program Assistant will provide technical, administrative, and customer service support for the UCSC Copier Program, including day-to-day operations, monthly customer recharge billing, and vendor summary invoice processing. This position interfaces with multiple campus and public units, facilitating an essential relationship between campus administration and students, staff, and faculty.

APPOINTMENT INFORMATION

Budgeted Salary: $31.90 - $35.70/hour. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: CX Union

Job Code Classification: 004722 (BLANK AST 3)

Travel: Never or Rarely

JOB DUTIES

25% - Customer Service/Help Desk

• Establishes and maintains a positive and cooperative working relationship with UCSC staff, faculty, and students, and equipment and supply vendors. Represents the UCSC Copier Program in a professional, positive, and courteous manner.
• Provides quality customer service to support day-to-day device technical breaks/fixes, troubleshoots, provides first-response maintenance, supplies, use, printing, scanning, and access issues, as well as other Copier Program needs.
• Conducts basic troubleshooting via phone/email, and provides resolution advice and device operational direction to key operators.
• Determines need for type of service, and notifies vendors/service technicians when needed, arranges copier repairs under various maintenance agreements and in accordance with UCOP contracts.
• Coordinates with service technicians to prioritize service requests; keeps vendor service organizations informed of potential problems, escalates issues to service manager as necessary.
• Follows up by phone, email, or in person with customers to assure customer satisfaction with maintenance, supply, device use, printing, scanning, and access issue resolution.
• Uses FileMaker Pro to track all service calls to completion, and for historical reference, ensuring quality service provision and achievement of high-quality repair and response time targets.
• Coordinates initial customer training on new devices. Conducts ongoing training as needed; identifies key operators at device install, and ensures they are trained on basic device maintenance, paper loading, supply ordering, etc.
• Uses Copier Program vehicle to visit customers, deliver supplies, etc. both on the main campus and at Copier Program locations in Scotts Valley and Long Marine Lab.
• Assists with copier moves between campus units.

25% - Recharge Billing and Vendor Invoices

• Collects and/or collates meter reads from UCSC Copier Program devices.
• Processes and rectifies meter read and use data from Pharos Uniprint for monthly billing calculation and uploads to Financial Information System (FIS).
• Produces monthly reports for campus business offices from uploaded and corrected billing data.
• Verifies and submits monthly billing meter data to vendors for vendor maintenance and supply invoicing.
• Verifies vendor lease invoices are correct compared to UCSC Copier Program lease report before submitting to Program Manager for payment.
• Verifies vendor maintenance/supply invoices are correct compared to submitted meters before passing to Program Manager for payment.

20% - Administrative Support

• Tracks all Copier Program equipment in a FileMaker Pro database, including delivery information, moves, and removal information.
• Maintains data in Pharos Uniprint databases including data for new accounts, changes to accounts and funding sources, and new and changed device information.
• Tracks and maintains Copier Program's supplies of toner in coordination with UCSC Receiving Services, including date of order, date of receipt, and date of delivery to customer. Performs monthly and year-end toner inventory and use assessment.
• Maintains supplies of paper and staples for the Copier Program. Performs year-end paper inventory.
• Coordinates with UCSC Mail Services delivery of supply items to customers; deliver supply items to customers with immediate need.
• Coordinates the Copier Program's toner recycling program with UCSC Mail Services.
• Makes recommendations to Copier Program Manager for moving equipment within the Copier Program, or acquiring new copiers for customers, based on collected data and knowledge of customer needs.

20% - Technical Support

• Installs custom Pharos Uniprint printer drivers, or works with ITS to install them on customer computers.
• Works with customers to determine issues with Pharos Uniprint embedded on Copier Program devices.
• Assists in copier set-up including advising customers on network needs, obtaining IP addresses for new machines, entering correct network settings, and installing embedded software.
• Assists in copier decommission when copier removed from unit, including physical removal of hard drive(s) to be destroyed.

5% - Copy Center Backup and Support

• Provides backup and support for Copy Center staff, duties include;
  • scanning, cleaning, and printing of readers, processing and printing of large-format output, addressing mailings and printing envelopes and other input and output tasks as required, in-person customer interactions, distribution of readers and other completed Copy Center jobs and data entry into Copy Center software applications.

5% - Training and Awareness

• Participates in training sessions and seminars.
• Maintains a functional awareness of typical hazards of the workplace, as well as the special hazards that may be encountered at UCSC, such as biohazards, radiation, chemicals, etc. Follows established procedures for dealing with such potential hazards.

REQUIRED QUALIFICATIONS

• High school diploma and/or equivalent experience and/or training.
• Experience working in a customer service environment with an emphasis on effectiveness, professionalism, and integrity.
• Strong computer skills, including experience with Macintosh and Windows operating systems, printer driver installation/setup, FileMaker Pro, Microsoft Word, and Microsoft Excel.
• Good verbal communication skills with an ability to comprehend, interpret, and relate with clarity and accuracy technical or procedural information.
• Good written communications skills with an ability to comprehend, interpret, and relate with clarity and accuracy technical or procedural information.
• Good organizational skills sufficient to establish priorities efficiently and to coordinate and complete a variety of assignments in a timely manner with attention to detail and accuracy.
• Good interpersonal skills, with the ability to interact effectively with diverse groups of people demonstrating tact, flexibility, sensitivity and helpfulness.
• Ability to analyze problems in a systematic way, identifying alternatives before taking action.
• Ability to use decision-making skills to offer options and resolve problems in a variety of contexts.
• Ability to operate, maintain, troubleshoot and perform minor repairs on various small multi-functional devices, including the ability to troubleshoot device technical issues and apply good judgment in knowing when to elevate to a higher level for resolution.
• Ability complete assignments independently.
• Ability to work cooperatively and productively within a team environment.
• Ability to learn new things, welcoming feedback in an effort to improve skills and knowledge.
• Ability to maintain strict attention to detail with a high degree of accuracy when dealing with data.
• Ability to process information without rushing to a conclusion; give feedback to confirm understanding.
  

PREFERRED QUALIFICATIONS

• Technical experience with Pharos Uniprint or similar multi-functional device access control and account management enterprise software.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Must possess a valid license to drive in the state of California.
• Interviewees will be required to provide a current DMV record.
• Ability to work long periods of time at a computer with or without accommodation.
• Ability to safely perform the physical requirements necessary to move light to moderate objects up to 60 lbs., with or without accommodation.
• The selected candidate will be required to work all scheduled hours on-site.
• Ability to work occasional evenings and weekends as directed.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to travel to multiple work locations on and off campus.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

NOTICE OF AVAILABILITY

EEO/AA

The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination