Help Desk Specialist - Coraopolis, PA


Position Summary:

The person in this role is responsible for assisting technicians, sales and customers with product and network specific questions in an effort to provide immediate support for issues that can be handled over the phone or via remote computer support software.


  • Take designated calls to provide first line support and technical assistance to all field technicians, sales dept., and contract customers.
  • Install print drivers and establish network and local printer connections at customer locations via remote software support software
  • Manage critical customer situations and provide timely resolutions by tracking and escalating issues through proper channels
  • Close tickets and document important customer network environment information
  • Utilize provided resources for in depth troubleshooting
  • Provide an outstanding customer experience
  • Apply break-fix solutions to resolve customer printer and copier hardware issues
  • Assist in achieving monthly help desk call volume requirements
  • Stay current on all product knowledge and system training
  • Work closely with dispatch and sales to coordinate networking and special requests with new customer installs
  • Assist field network technicians and hardware technicians as required
  • Assist dispatch on an as needed basis
  • Special projects as required

Educational/ Experience Requirements for the Position:

  • Associates degree or industry certifications (MCSE, A+, MCP) preferred.
  • 5-10+ years copier service or industry related experience.
  • Experience with networking is required, including:
    • Solid understanding of Windows workstation and server O. S.
    • General understanding of MAC environment
    • Basic command line knowledge (i. p. config, ping, and tracert)
    • Knowledge of protocols and available ports
    • TCPIP/USB Printer installation knowledge
    • File sharing and permissions for workstation and server
    • Familiarity with Exchange

Skills Requirements for the Position:

  • Familiarity with Xerox and HP office printers and copiers preferred
  • Working knowledge of all Microsoft Office Products
  • Experience with both Windows and Mac based operating systems is a definite plus.
  • Ability to work under stress
  • Strong customer service skills.
  • Strong relationship management skills with customers and personnel within the organization required.
  • Strong organizational skills and ability to troubleshoot digital copiers required.
  • Strong initiative with ability to seek out relevant information prior to making timely decisions.
  • Must have strong mechanical aptitude skills and electronic troubleshooting skills
  • Strong relationship management skills with customers and personnel within the organization required.
  • Strong Computer skills and familiarity with the internet and networking required.
  • Ability to work evening and weekend hours during peak periods.
  • Must have strong ethics and work as an effective, collaborative team member

Physical Requirements for the Position:

  • Ability to work under stress/pressure to meet deadlines and financial objectives.

  • Ability to speak, read and write in English.

  • Sit for extended periods of time in an office environment i. e. at a desk, in meeting room

AMCOM is an Equal Opportunity/ AA Employer M/F/D/V, and maintains a drug-free workplace.

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