Device Support Technician

Sharetec is looking for a Device Support Technicianto join our team!

At Sharetec, we believe in the talent of our workforce. We have the opportunity to make millions of peoples' lives easier by developing innovative solutions for credit unions and their members to utilize on a daily basis. Not only do our customers rely on us to deliver powerful technology, but they also count on us to be a caring partner in their business.

We are seeking a skilled and customer-focused Device Support Technician to join our IT support team. The primary responsibility of this role is to provide technical assistance and support to end users for hardware-related issues, with a focus on supporting specific devices such as Topaz signature devices, Ambir scan Driver’s license scanners, Citizen thermal receipt printers, and various models of desktop printers. The Tier 1 Device Support Technician will diagnose and resolve basic hardware problems, install, and configure devices, and ensure timely resolution of incidents. Additionally, TCP/IP knowledge and minimal Red Hat knowledge will be required. The ideal candidate should have strong technical knowledge, excellent problem-solving skills, and a passion for delivering exceptional customer service.

This is a full-time, exempt, hybrid-remote position that can be located at one of our office sites in Ft. Wayne, IN; Waco, TX; or Canfield, OH. For the right candidate, fully remote work is also an option. We can only consider remote employees who reside in one of the states listed below. The starting salary for this position is $45,000.

Who will love this role:

• Someone who is an independent problem solver with ace troubleshooting abilities, decision-making and analytical skills.
• Someone who enjoys working collaboratively with internal teams to provide first in-class service to external customers
• Someone who thrives in a fast-paced environment and likes to be busy.
• Someone with a passion for process improvements and making something better today.
• Someone who is detail oriented, precise, with consistent work output, and exercises tireless patience
• Someone who can communicate technical solutions in a user-friendly, clear, and professional manner

As Device Support Technician, you will:

• Provide first-level technical support to end users regarding hardware-related issues, with a specific focus on supporting Topaz signature devices, Ambir scan Driver’s license scanners, Citizen thermal receipt printers, and various models of desktop printers.
• Diagnose and resolve hardware problems related to supported devices by troubleshooting and applying appropriate solutions, either remotely or in-person.
• Install, configure, and deploy new hardware devices, including Topaz signature devices, Ambir scan Driver’s license scanners, Citizen thermal receipt printers, and various models of desktop printers.
• Set up and support users with basic software applications, operating systems, and network connectivity on their devices.
• Troubleshoot TCP/IP-related issues and ensure proper network connectivity for the supported devices.
• Escalate complex issues to the appropriate support teams while ensuring proper documentation and follow-up.
• Maintain accurate records of incidents, service requests, and resolutions using Salesforce CRM.
• Educate and guide end users on best practices for hardware usage, security measures, and preventive maintenance for the supported devices.
• Collaborate with other IT teams to improve processes, identify recurring issues, and contribute to knowledge base articles.
• Stay updated with the latest technology trends and advancements in the supported devices to provide effective support.
• Demonstrate minimal Red Hat knowledge to troubleshoot basic Linux-related issues.

You should have:

• High school diploma or equivalent; additional technical certifications or degrees are a plus.
• Proven experience in providing technical support in a Tier 1 or similar role, with specific experience supporting Topaz signature devices, Ambir scan Driver’s license scanners, Citizen thermal receipt printers, and various models of desktop printers.
• Strong knowledge of computer hardware components, peripherals, and mobile devices.
• Familiarity with Windows and/or Mac operating systems and common software applications.
• Solid understanding of network connectivity, including TCP/IP, DHCP, and DNS.
• Minimal Red Hat knowledge to troubleshoot basic Linux-related issues.
• Excellent troubleshooting and problem-solving skills with the ability to work under pressure.
• Exceptional customer service and communication skills, both verbal and written.
• Ability to prioritize and manage multiple tasks while maintaining attention to detail.
• Strong documentation and organizational skills.
• Ability to work independently and collaboratively within a team environment.
• Flexibility to work outside regular business hours if required.

REMOTE CANDIDATES: This position is open to candidates residing in the following states: Arizona, Colorado, Florida, Iowa, Illinois, Indiana, Maryland, Maine, Michigan, Minnesota, Mississippi, Montana, North Carolina, New Hampshire, New Mexico, New York, North Dakota, Ohio, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Washington, West Virginia, Wisconsin. We cannot consider candidates who reside in other states at this time.

Why Sharetec

Acquired by Evergreen Services group in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge; we are also a unique bunch of people that love to work and play together. We do our best to make fun a basic part of every day.

Sharetec offers a robust benefits package, including competitive salaries, medical, dental, vision, life and disability coverage, Paid Time Off (PTO), paid holidays - including your birthday off!, $1,000 employee referral program, 401(k) and 401(k) matching. We like to put the fun in the funds with department and company outings like paid food trucks, baseball games, bowling, and riverboat cruises.

Sharetec is an equal opportunity employer.