What are the responsibilities and job description for the Technical Support Technician - Level One position at IDP Americas, Inc?
Company Overview
IDP Americas, Inc. is a leading manufacturer and provider of professional ID card printing solutions, serving customers across corporate, education, healthcare, government, and security markets. As part of a global organization with over 20 years of innovation in ID card technology, we are known for delivering reliable hardware, consumables, and customer-focused support.
We are seeking a Level One Technical Support Technician to join our growing team and provide frontline technical assistance to customers and partners using our ID card printers and related products.
Position Summary
The Level One Technician is responsible for providing first-line technical support to customers via phone, email, and ticketing systems. This role focuses on troubleshooting basic hardware, software, and connectivity issues, escalating complex cases as needed, and ensuring a positive customer experience.
This is an excellent opportunity for someone early in their technical career who enjoys problem-solving, customer interaction, and learning new technologies.
Qualifications - Required:
- 1–3 years of technical support, help desk, or service experience (or equivalent education)
- Strong troubleshooting and problem-solving skills
- Comfort working with hardware, peripherals, and Windows-based systems
- Excellent verbal and written communication skills
- Customer-focused mindset with attention to detailServe as the first point of contact for customer technical support inquiries
Qualifications - Preferred (but not required):
- Experience with printers, card printers, or electromechanical devices
- Familiarity with ticketing systems (Zendesk, Freshdesk, etc.)
- Basic networking knowledge (IP addressing, Ethernet, USB)
- Experience supporting B2B customers
What we offer:
- Competitive salary based on experience
- Health, dental, and vision benefits
- Paid time off and holidays
- Training on IDP products and technologies
- Opportunities for growth into Level Two support or technical specialization
- A collaborative, small-team environment where your contributions matter'
Join our team of dedicated professionals committed to safeguarding the future through innovative security solutions. If you are passionate about technology and customer service, we want to hear from you—apply now to become part of IDP!
Pay: $16.00 - $22.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $16 - $22