Help Desk Technician

The Help Desk Technician serves as the frontline support contact for the service department, resolving customer issues and ensuring every ticket reaches complete closure.

Responsibilities

• Answer incoming support calls promptly and professionally.
• Create an accurate service ticket for every customer issue, documenting the problem, related equipment, and all relevant details.
• Troubleshoot technical issues during the call, including print, copy, scan, and fax problems.
• Address print drivers and print queue issues and resolve basic network connectivity problems (when applicable).
• Follow up on each ticket to confirm the customer’s issue is fully resolved, document outcomes, and ensure tickets are carried through to closure.
• Maintain full ownership of problems without relying on customers to find their own solutions; work the issue until resolved or properly escalated.
• Escalate appropriately when field technician or management involvement is needed, providing complete documentation.
• Dispatch technicians as required and stay responsible for escalated tickets until they are fully closed.
• Notify sales representatives when a customer issue is resolved, as appropriate for account visibility.
• Provide support for interactive display systems and camera security systems (Verkada and Rhombus) as needed; expand knowledge across product lines.
• Maintain internal documentation and knowledge base articles to support team efficiency.
• Prepare returned equipment by performing a secure data wipe (hard drive sanitization) on machines returning from customers to the warehouse.
• Install data collection agents (DCAs) on customer machines and troubleshoot them to ensure meter reads and usage data are captured accurately.

Requirements

• 1 to 2 years of help desk, IT support, or technical customer service experience (or an equivalent combination of education and experience).
• Working knowledge of Windows operating systems.
• Working knowledge of print drivers and basic networking concepts, including TCP/IP, DHCP, and printer connectivity.
• Clear, professional communication skills, including the ability to explain technical solutions in plain language.
• Strong organization and follow-through, with comfort managing multiple open tickets at once.

Technologies

• Windows operating systems
• TCP/IP
• DHCP
• Verkada
• Rhombus
• Data collection agents (DCAs)

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Preferred Qualifications

• Experience supporting copiers or multifunction devices (or other office technology equipment).
• Familiarity with interactive displays or classroom technology.
• Experience with Verkada, Rhombus, or other video security platforms.
• CompTIA A+, Network+, or equivalent certification.

Location and Pay

• Work location: In person, Pittsburgh, PA
• Salary: USD 45,000 per year