What are the responsibilities and job description for the Printer Hardware Helpdesk Technician - Grand Rapids MI position at Applied Innovation?
Applied Innovation is seeking a dependable and motivated Printer Hardware Helpdesk Technician to join our team in a full-time, Monday–Friday role from 8:00 AM to 5:00 PM. In this role, you will provide phone based technical support, helping customers diagnose and resolve printer and copier hardware issues quickly and effectively.
The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a passion for delivering exceptional customer service. Success in this role requires the ability to confidently support a wide range of printer and copier brands and models while providing timely, accurate, and professional technical assistance.
Duties and Responsibilities:
- Provide phone-based technical support for printer and copier hardware issues.
- Diagnose, troubleshoot, and resolve printer, copier, and multifunction device problems remotely.
- Guide customers through repair procedures, maintenance tasks, and operational troubleshooting.
- Document support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Escalate complex issues to appropriate technical teams when necessary.
- Maintain a high level of customer satisfaction through timely, professional, and effective support.
- Stay current on printer and copier technologies, products, and troubleshooting techniques.
- Collaborate with internal teams to identify recurring issues and recommend process improvements.
- Assist in the development and maintenance of technical documentation, knowledge base articles, and support resources.
- Meet established service level agreements (SLAs) and performance expectations.
- Perform other duties as assigned.
Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
- Strong knowledge of printer, copier, and multifunction device hardware.
- Proven troubleshooting and problem-solving skills related to printer/copier hardware and software.
- Experience supporting a variety of printer and copier manufacturers and models.
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
- Ability to work independently with minimal supervision.
- Proficiency with Microsoft Office and ticketing or customer relationship management systems.
- Understanding and alignment with the organization’s core values.
Education/License/Experience Requirements:
- High School Diploma or equivalent education required.
- Factory certifications (Canon, Ricoh) preferred but not required.
- Knowledge of print drivers and basic network communication is helpful.
- Prior field service or technical repair experience is a plus but not required.
What We Offer:
- Competitive pay.
- Paid holidays, PTO, plus 1 personal holiday.
- Comprehensive benefits package, including medical, dental, and life insurance, as well as short-term disability coverage.
- 401(k) plan with company match.
- Onsite Fitness Center
- Opportunities for career growth and advancement within a growing, family-owned business.