Application Support Technician

Job Description

Job Description

Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in ten western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, & TX. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

Position:

We are currently looking for a Support Technician in our Phoenix, AZ office . The Application Support Technician is responsible for installing, supporting, and troubleshooting Pacific Office Automation’s managed print services software (Remote Monitoring Services). This role provides direct assistance to external clients, contract administrators, and sales representatives. The ideal candidate is technically minded, proactive, customer focused, and able to work both independently and collaboratively within a team.

Key Skills:

• Able to take initiative and/or work independently
• Proactive thinking and problem solving
• Comfortable working on the phone
• Comfortable working on computers
• Customer service skills
• Organization and task management skills
• Attention to detail

Responsibilities:

• Install, restart, and configure Remote Monitoring software for external clients in a timely and efficient manner.
• Provide technical support to internal and external customers, including software troubleshooting and resolving support inquiries.
• Supply account-related information to clients, contract administrators, and account representatives.
• Collaborate with the software development team on issues, improvements, and operational needs.
• Document daily activities, troubleshooting steps, and resolutions in the company’s ticketing (CRM) system.
• Perform regular software maintenance, updates, and monitoring to ensure optimal performance.
• Provide excellent customer service via ticketing response and customer communication.
• Completes all MPS Monitor Training modules within 30 days of start date.
• Works to meet the goals of Pacific Office Automation and role specific KPIs.
• Participates in ongoing learning and achieve at least one certifications (Micosoft training by goal and/ or CompTIA A+)

Requirements:

• Associates degree or higher with at least 1 year of customer service experience
• 1-2 years help desk experience
• Professional work ethic
• Strong customer service skills and great phone etiquette
• Basic understanding of database concepts
• Good understand of networking concepts
• Good understanding of Microsoft Windows
• Experience with MS-Office products (Outlook, Word, Excel, etc.)
• Ability to work independently and also in a dynamic team environment
• Microsoft SQL experience a plus
• Windows Server experience a plus

Benefits:

• Advancement and growth into leadership roles
• Team-player environment
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• PTO, Vacation, Sick Leave
• FSA/HSA programs
• $19-$21/hr DOE

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.

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