Printer Hardware Helpdesk Technician - South Bend IN

appliedinnovation; South Bend (IN); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Competitive pay

Paid holidays & PTO

Benefits package

401(k) match

Job summary

Applied Innovation is seeking a dependable 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.

Qualifications

• High school diploma or equivalent required.
• Experience with printer/copier hardware and software a plus.
• Canon/Ricoh certifications preferred but not required.

Responsibilities

• Provide phone-based technical support for printer and copier hardware issues.
• Diagnose and troubleshoot printer, copier, and multifunction device problems remotely.
• Guide customers through repair procedures and maintenance tasks.
• Document interactions and resolutions in the ticketing system.
• Escalate complex issues to technical teams when needed.
• Maintain high customer satisfaction through professional support.
• Stay current on printer technologies and troubleshooting techniques.
• Collaborate with internal teams to identify recurring issues and improve processes.
• Contribute to technical documentation and knowledge base articles.
• Meet SLAs and performance expectations.

Skills

Printer hardware

Troubleshooting

Customer service

Phone-based support

Communication skills

Education

High School Diploma

Canon/Ricoh certifications

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:

• 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.
• Opportunities for career growth and advancement within a growing, family‑owned business.