**Position: Incident Management Specialist (Printer and Device Support)** **Location: Remote** **Duration:24 months on W2** **Pay Rate: $17.50/hr on W2** **Job Description** : The Incident Management Specialist is responsible for tracking, managing, and resolving hardware and firmware incidents related to printers and devices. This role ensures efficient incident handling, from initial tracking to resolution, by collaborating with the customer and updating system records. The specialist will provide detailed documentation of each incident and participate in analysis and reporting to support ongoing issue prevention and performance improvement. **Key Responsibilities:** + **Incident Tracking and Resolution** : + Log and maintain incidents in the system of record, ensuring accuracy and completeness. + Troubleshoot and resolve device hardware or firmware issues, focusing on printer-related problems. + Collaborate with customers to provide insights on potential issues and determine if the issue lies outside of hardware or software. + Re-route tickets back to customers when issues are beyond the scope of device hardware or firmware. + **Documentation and Reporting** : + Document all incidents with robust notes, including categorization, root cause analysis, resolution details, and closure information. + Provide timely closure information within 8 business hours of resolving an incident. + Update asset management systems with any required changes or device location information. + **Analysis and Preventive Measures** : + Participate in Root Cause Analysis (RCA) and Problem Management reviews, especially for high-severity or high-impact issues. + Prepare and deliver monthly reports detailing incident counts, issue categorization, and trends for ongoing review with stakeholders. **Qualifications:** + Experience with incident management, particularly in device or printer support. + Strong troubleshooting skills related to hardware and firmware issues. + Proficiency in documenting technical issues and providing clear, thorough notes on incident handling. + Familiarity with asset management systems and incident tracking tools. + Strong analytical skills for trend analysis and root cause determination. + Effective communication skills for collaborating with customers and reporting parties. **We are looking for the candidate who are eligible to work with any employers without sponsorship** . If you’re interested, please click **“Apply”** button. If you are not available or this job is not a good fit at present, please share the job details with your friends/colleagues and let me know if anyone is interested. ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.