Printer Hardware Helpdesk Technician - Grand Rapids MI

appliedinnovation; Grand Rapids (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Applied Innovation is seeking a dependable Printer Hardware Helpdesk Technician for a full-time, Monday–Friday role from 8:00 AM to 5:00 PM in Grand Rapids, MI. You will provide phone-based technical support, diagnosing and resolving printer and copier hardware issues with a focus on speed and accuracy.

The ideal candidate will have strong troubleshooting and communication skills, experience supporting various printer brands, and a commitment to exceptional customer service.

Qualifications

• Strong knowledge of printer, copier, and multifunction device hardware.
• Proven troubleshooting and problem-solving skills for 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 tasks and work in a fast-paced environment.
• Independent work capability with minimal supervision.
• Proficiency with Microsoft Office and ticketing or CRM systems.
• Understanding of the organization’s core values.

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 and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate technical teams when necessary.
• Maintain high customer satisfaction through timely, professional support.
• Stay current on printer and copier technologies and troubleshooting techniques.
• Collaborate with internal teams to identify recurring issues and suggest improvements.
• Assist in developing and maintaining technical documentation and knowledge base articles.
• Meet established SLAs and performance expectations.
• Perform other duties as assigned.

Skills

Printer hardware

Troubleshooting

Customer service

Multi-brand support

Communication

Task prioritization

Education

High School Diploma

Canon/Ricoh certifications (preferred)

Tools

Ticketing system

Microsoft Office

Job description

Applied Innovation is seeking a dependable and motivated Printer Hardware Helpdesk Technician to join our team in a full-time, Monday–Friday role from 8:00 AM to 5:00 PM. In this role, you will provide phone based technical support, helping customers diagnose and resolve printer and copier hardware issues quickly and effectively.

The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a passion for delivering exceptional customer service. Success in this role requires the ability to confidently support a wide range of printer and copier brands and models while providing timely, accurate, and professional technical assistance.

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.
• Assist in the development and maintenance of technical documentation, knowledge base articles, and support resources.
• Meet established service level agreements (SLAs) and performance expectations.
• Perform other duties as assigned.

Minimum Qualifications

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

• 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.

Education/License/Experience Requirements

• High School Diploma or equivalent education required.
• Factory certifications (Canon, Ricoh) preferred but not required.
• Knowledge of print drivers and basic network communication is helpful.
• Prior field service or technical repair experience is a plus but not required.

What We Offer

• Competitive pay.
• Paid holidays, PTO, plus 1 personal holiday.
• Comprehensive benefits package, including medical, dental, and life insurance, as well as short-term disability coverage.
• 401(k) plan with company match.
• Onsite Fitness Center
• Opportunities for career growth and advancement within a growing, family-owned business.