Print-IT Help Desk Technician (Level 1)

DoveSUPPORT, a division of Dove Technologies, defines a Print-IT Help Desk Technician (I) as an entry level Print and IT-related support position. This position includes helping internal and client users with troubleshooting hardware, software, access, and functionality of services and solutions provided by and supported by
DoveSUPPORT.

Primary Responsibilities

• Serve as the first point of contact for users seeking technical assistance through DoveSUPPORT service request systems
• Provide hardware and software support for endpoint devices such as printers, MFC/Copiers, production print devices, desktops, laptops, mobile devices, and thin clients
• Troubleshoot basic networking and connectivity problems
• Configure new devices according to standards, and provide basic introduction, adoption process, and training
• Install, configure, and maintain devices, providing best practices to settings, drivers, and software needs
• Troubleshoot a request, look for underlying or repeated issues, and determine the best solution based on the severity and scope of the issue
• Document any process or workflow not currently in internal knowledgebase, and give feedback on the accuracy and thoroughness of existing documentation
• Dispatch a field technician, providing notes and assistance to technician while onsite to resolve issues
• Order parts for devices as identified through troubleshooting and technician diagnosis
• Maintain communication with technicians, clients, and other personnel to ensure expectations and clear communication
• Review security of any resource or account addressed to conform to internal security expectations, and identify and escalate incidents when security standards are not properly followed
• Guide the user through any problem-solving process, explaining at a level of understanding of the user, with communication of process and steps throughout
• Communicate and escalate unresolved issues to the appropriate resource of support personnel
• Provide accurate information on abilities and expectations of services and solutions provided
• Keep an accurate record of all communication, attempts, and changes made in relation to a service request
• Follow-up and update user with status and information relating to next steps and delays
• Pass on any feedback or suggestions by users to the appropriate internal resource
• Identify and suggest possible improvements on DoveSUPPORT environment, workflows, documentation, and processes

Requirements

• Previous experience in help desk support or other customer support role, with a basic understanding of print functionality, computer systems, mobile devices, and account management processes
• Ability to diagnose and resolve basic technical issues, and look for patterns and identify unique causes to issues
• Proficiency in English, both in written and verbal communication, with priority on simple but professional interactions with users
• Excellent communication skills at helping non-technical contacts feel comfortable and informed with service process
• Self-motivated with attention to detail, able to focus on multiple tasks and prioritize response based on user need and severity
• Work as a member of a team, focused on collaboration and teamwork, with shared goals and elevation.

This is not a competitive environment

• Basic knowledge and ability to troubleshoot Windows environments for core functionality issues
• Basic understanding of base networking concepts such as DNS and DHCP, subnet/CIDR configuration, and how network configurations impact device functionality

Optional:

• Experience with HP, Xerox, Toshiba, Lexmark, or other Print device service or troubleshooting
• Microsoft Active Directory, AzureAD, and standard Windows Desktop administration knowledge
• Experience with Office 365 administration and support
• Experience with Google Workspace administration and support
• BSc/BA in IT, Computer Science, or relevant field
• MCP or A+ certification or equivalent

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

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

Experience level:

• 1 year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Florence, SC 29501: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk (Preferred)
• Windows (Preferred)

Work Location: One location

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