Position Profile

The Administrator I, Production Application is responsible for the daily maintenance and support of production print applications, ensuring their smooth interoperability with workstations, print service equipment, and other business operations. As the first line of support, this individual must demonstrate sound judgment in resolving issues and escalating them when necessary, while maintaining high standards of customer service.

Job Duties and Responsibilities

Install, configure, upgrade, and maintain production print applications and ensure optimal performance.

Monitor software applications, document and analyze issues, and develop maintenance schedules.

Manage system administration tasks such as setting up accounts and maintaining system documentation.

Test new or enhanced applications and hardware, providing feedback to engineering and operations teams.

Support internal development teams and engineers with production and client-facing tasks, ensuring end-to-end completion.

Provide responsive support to end-user or management requests, with a strong customer service focus.

Offer daily support for production print and end-user applications.

Handle escalated support issues professionally and escalate further if necessary.

Keep users informed of progress on support requests and ensure thorough documentation of troubleshooting steps.

Provide remote access support and guidance.

Identify and communicate trends in user issues to IT and functional managers.

Recommend improvements to applications or hardware to functional management.

Demonstrate skills in process automation, printing workflows, and technology efficiency.

Act as a liaison between vendors, IT management, helpdesk, and the user community.

Develop subject matter expertise in production print applications within the work environment.

Compose, edit, and review documentation for process standardization.

Create shortcuts, batch files, and sample documents to improve workflow.

Develop instructional materials to enhance or implement procedures.

Implement temporary workarounds for user issues pending permanent resolution.

Maintain a strong working knowledge of Microsoft Office applications.

Document and escalate systemic shortcomings in applications, operating systems, or hardware.

Ensure consistency of solutions delivered by help desk and engineering staff.

Work effectively in ambiguous or undefined work scenarios.

Perform other tasks as assigned.

Qualifications (Education, Experience, and Certifications)

High school diploma required; secondary education preferred.

Technical certifications (A+, Network+, MCP, MCSE, MOUS) are a plus.

Experience in IT Help Desk support (applications & hardware) required.

5 years of experience in the print industry is strongly preferred.

Knowledge, Skills, and Abilities

Proficiency with computer operating systems, servers, and network environments.

Familiarity with a wide range of software applications.

Ability to write and distribute technical documentation clearly and effectively.

Excellent verbal and written communication skills.

Strong problem-solving and troubleshooting abilities.

Ability to effectively train and support end-users.

Working Conditions, Mental and Physical Demands

Standard office environment with appropriate lighting, ventilation, and noise levels.

Must interpret, comprehend, and apply complex information in a fast-paced setting.

Primarily sedentary work, with occasional walking, standing, bending, lifting, and carrying of items under 10 lbs (e.g., files, papers, small parts).

Moderate dexterity required for routine use of tools and computer equipment (keyboard, calculator, etc.).

The above statements are intended to describe the general nature and level of work performed in this role. They are not intended to be an exhaustive list of all duties, responsibilities, or working conditions associated with the position.