Technical Support (3rd shift)

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

Salary: USD27 - USD28 per hour

3rd Shift - 11pm-7am

Technical Support Analyst

Position Summary

The Technical Support Analyst is responsible for providing exceptional first-call resolution and front-line critical support to end-users across the organization. A key focus of this role is supporting the Direct Store Delivery (DSD) sales team’s handheld devices and mobile printers, ensuring these mission-critical tools remain fully operational. The role also includes troubleshooting computer systems, hardware, and software; identifying and resolving issues; and delivering a positive customer support experience through clear and professional communication.

Primary Duties and Responsibilities

• Serve as the front-line point of contact for technical support, with priority on DSD handhelds and mobile printers for the sales team.
• Provide technical assistance for computer systems, software, and hardware via Teams, email, and phone.
• Accurately triage, prioritize, and escalation tickets within the IT ticketing system to ensure timely resolution.
• Diagnose and resolve technical issues using problem-solving skills and diagnostic tools.
• Deliver warm, professional, and customer-oriented support both verbally and in writing.
• Collaborate with IT team members to ensure seamless support and clear communication.
• Create, update, and maintain knowledge base articles and technical documentation.
• Monitor and respond to system failures and network issues.
• Perform configuration, installation, and physical repair of computers, printers, and peripherals.
• Participate in on-call rotation
• Handle shipping, tracking, and retrieval of IT equipment and manage asset inventory.
• Administer user access requests, security changes, and account management.
• Participate in IT projects and assist with deployments as assigned.
• Participate in an on-call rotation for after-hours support.
• Maintain accurate records and ticket updates in IT systems.