Technical Support Technician

Qualifications / Skills:High school diploma and/or GED required; associate’s or bachelor’s degree in IT, Computer Science, or a related field preferred.Minimum 1–3 years of experience in technical support, IT helpdesk, or a solutions-oriented role; field service experience a plus.Working knowledge of LAN networking, TCP/IP, print drivers, and scanning protocols including SMTP and SMB; Windows Operating System expertise preferred.Experience installing, configuring, and troubleshooting document management software, firmware, and APIs; familiarity with Data Collection Agent (DCA) platforms a plus.Ideal candidate will have experience with PaperCut software.Ability to collaborate with client IT departments and communicate technical concepts clearly to end-users.Comfortable with hands-on hardware—basic mechanical troubleshooting, maintenance, and Tier 1 repairs on copiers and printers.Strong organizational skills; able to multitask, prioritize, and stay composed under pressure in a fast-paced environment.Knowledge of ERP or ticketing systems; experience in customer-facing technical roles with sound judgment and discretion.Must have a valid driver’s license with a clean driving record.Must successfully pass a pre-employment background check and drug screening; random or for-cause testing may apply.Travel & Vehicle Requirements:Statewide service coverage is required; a company vehicle will be provided for business use.Must maintain a valid driver’s license and clean driving record throughout employment (subject to periodic review).Pre-employment background check and drug screening required prior to vehicle assignment and start of employment.Responsibilities:1. Network Connectivity & Software SolutionsDiagnose and resolve connectivity and software-related issues including print drivers, firmware, APIs, and printing/scanning/faxing solutions.Install, update, and configure document management software, Data Collection Agent (DCA) solutions, and associated platforms.Collaborate with client IT departments to ensure seamless integration of devices into existing network environments.Provide end-user training on document software solutions and connected devices as needed.2. Client Support & Reactive ResponseRespond promptly to reactive service requests—remotely and on-site—driving issues to resolution with urgency.Conduct remote diagnostics first where possible, escalating to on-site visits when required.Communicate clearly with clients throughout the resolution process and foster strong, lasting relationships.3. Tier 1 Hardware & Field SupportPerform Tier 1 troubleshooting, basic maintenance, and minor repairs on copiers, printers, and multifunction devices.Support hardware installations and basic setup at client sites, ensuring proper configuration and network integration.Assist clients in managing consumables such as toner and conduct spot checks to get ahead of potential issues.4. Documentation, Quality & Continuous LearningMaintain accurate records of all service calls, repairs, software configurations, and client interactions. If it is not recorded — it did not happen.Ensure all tasks are completed within established timelines and SLAs; conduct regular system checks to confirm optimal functionality.Stay current with industry trends and emerging technologies; participate in training, team meetings, and peer collaboration.