Printer Hardware Helpdesk Technician - Southfield MI

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.
• Aid in the development and maintenance of technical documentation, knowledge base articles, and support resources.
• Meet established service level agreements (SLAs) and performance expectations.

Minimum Qualifications

• 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.