Night Technical Support Analyst – DSD Devices & Printers

Ledgent Technology; Vancouver (WA); On-site; USD 37,000 - 39,000; Full time

Job summary

Ledgent Technology is hiring a Technical Support Analyst to provide exceptional first-call resolution for end-users, with a focus on Direct Store Delivery handheld devices and mobile printers. You will troubleshoot computer hardware and software, and ensure mission-critical tools remain operational across the organization.

You will triage, escalate, and document issues in the IT ticketing system, collaborate with the IT team, and maintain knowledge base articles.

Qualifications

• Experience providing first-call resolution for technical issues.
• Familiarity with IT ticketing systems and escalation processes.
• Strong communication skills for customer-focused support.

Responsibilities

• Serve as front-line contact for technical support, prioritizing DSD handhelds & mobile printers.
• Provide technical assistance for computer systems, software, and hardware via Teams, email, and phone.
• Triage, prioritize, and escalate tickets to ensure timely resolution.
• Diagnose and resolve technical issues using diagnostic tools.
• Create, update, and maintain knowledge base articles and documentation.
• Monitor and respond to system failures and network issues.
• Perform configuration, installation, and repair of computers, printers, and peripherals.
• Participate in on-call rotation for after-hours support.
• Maintain accurate records and ticket updates in IT systems.

Job description

Ledgent Technology is hiring a Technical Support Analyst to provide exceptional first-call resolution for end-users, with a focus on Direct Store Delivery handheld devices and mobile printers. You will troubleshoot computer hardware and software, and ensure mission-critical tools remain operational across the organization.

You will triage, escalate, and document issues in the IT ticketing system, collaborate with the IT team, and maintain knowledge base articles.