Customer Service/Help Desk - MSP

This front-line MSP Help Desk role provides first-level technical support for copier and printer issues, manages ticketing, and coordinates with field technicians to ensure service quality.

Responsibilities

• Provide first-level support for copier, printer, and Managed Print Services customer issues
• Open, monitor, update, and close service tickets in the company ticketing system
• Dispatch and coordinate service calls with field technicians
• Monitor printer and copier alerts and proactively respond to low toner or service notifications
• Assist customers with basic troubleshooting for printing, scanning, connectivity, paper jams, toner issues, and common copier/printer errors
• Escalate unresolved technical issues to senior technicians or management
• Track, route, and redirect service requests to the appropriate resources
• Maintain accurate customer records, meter readings, and service documentation
• Follow up with customers regarding ticket status, service completion, and satisfaction
• Apply strong customer service skills and maintain solid customer relationships
• Ensure proper recording, documentation, and closure of all tickets
• Coordinate toner and supply requests with logistics and warehouse personnel
• Assist with meter collection processes and billing-related information when necessary
• Generate activity reports and communicate recurring equipment or customer issues to management
• Stay current with copier/printer models, software updates, and MPS procedures
• Occasionally assist with toner deliveries or support-related site visits

Requirements

• High School Diploma or GED required
• Minimum one (1) year of customer service, help desk, dispatch, or related experience preferred
• Experience working in a copier, printer, Managed Print Services (MPS), or office technology environment is a plus
• Strong communication and organizational skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong customer service and problem-solving skills
• Basic understanding of printers, copiers, scanning, and networking concepts
• Working knowledge of Microsoft Office applications
• Ability to learn ticketing systems, monitoring tools, and remote support applications
• Professional phone etiquette and strong written communication skills
• Ability to work independently and as part of a team

Technologies

• Microsoft Office applications
• e-automate
• Printanista
• Meter collection software
• Printer monitoring systems
• Ticketing systems
• Monitoring tools
• Remote support applications

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Preferred Qualifications

• Experience with Xerox and HP printers and copiers
• Experience with dispatching field technicians
• Knowledge of print management or MPS environments
• Familiarity with meter collection software and printer monitoring systems
• Basic networking knowledge including IP addresses and printer connectivity
• Experience troubleshooting printing and scanning issues
• Understanding of toner and supplies management processes
• Experience using help desk or ERP systems such as e-automate, Printanista, or similar platforms

Experience

• Customer service: 2 years (Preferred)

Work Location

• In person
• Hollywood, FL (onsite)

Job Type

• Full-time

Pay

• $15.00 - $17.00 per hour