Technical Support Specialist I

Denali Advanced Integration; Redmond (WA); On-site; USD 46,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company contribution

Paid holidays and PTO

Job summary

3MD Inc. is seeking a Technical Support Specialist I to ensure operational efficiency of Denali’s solutions across customer sites.

The role involves on-site technical support, diagnosing hardware and software issues, and delivering end-user training for optimal system performance. The ideal candidate has 1-3 years of hardware/software IT experience, strong troubleshooting and communication skills, and a willingness to travel to client locations.

Qualifications

• High School Diploma plus 1–3 years of hardware/software/IT experience.
• Forklift certification or willingness to obtain.
• Strong ability to troubleshoot hardware and software problems.
• Travels to customer locations as necessary to provide service.
• Strong written and verbal communication skills.

Responsibilities

• Install, configure, and maintain Denali Solutions at customer locations.
• Collaborate with clients to understand requirements and provide tailored solutions.
• Conduct on-site assessments to ensure compatibility and optimal performance of systems.
• Provide training to client's staff on operation and maintenance of installed systems.
• Collaborate with the engineering team to enhance and customize solutions based on client feedback.
• Maintain accurate documentation of installations, configurations, and troubleshooting procedures.
• Effectively communicate with clients to address inquiries, provide technical support, and guidance on system optimization.

Skills

Hardware/IT experience

Troubleshooting

Communication skills

Travel to client locations

Ongoing education

Education

High School Diploma

Tools

Forklift certification

Job description

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary Of Position

The Technical Support Specialist I plays a crucial role in ensuring the operational efficiency and functionality of Denali’s solutions in various locations. This role involves providing on-site technical support, troubleshooting hardware and software issues, and maintaining a high level of customer satisfaction. Key responsibilities include diagnosing problems, implementing solutions, and offering training to end-users. The Field Support Technician must possess strong communication skills and technical expertise to deliver effective support in dynamic environments.

Essential Functions

• Install, configure, and maintain Denali Solutions at customer locations
• Collaborate with clients to understand their unique requirements and provide tailored solutions
• Conduct on-site assessments to ensure compatibility and optimal performance of systems
• Provide training to client's staff on the operation and maintenance of installed systems
• Collaborate with the engineering team to enhance and customize solutions based on client feedback
• Maintain accurate documentation of installations, configurations, and troubleshooting procedures
• Effectively communicate with clients to address inquiries, provide technical support, and offer guidance on system optimization

Competencies

• Ensures Accountability
• Tech Savvy
• Communicates Effectively
• Values Differences
• Customer Focus
• Resourcefulness
• Drives Results
• Plans and Prioritizes
• Decision Quality
• Self-Development

Work Environment

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.

Physical Demands

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education And Experience

• High School Diploma
• 1-3 years of Experience

Qualifications

• 1-3 years of combination Hardware/Software/IT experience supporting both proprietary and standard applications
• Forklift certification or willingness to obtain
• Strong ability to troubleshoot hardware and software problems
• Travels to customer locations as necessary to provide service
• Strong written and verbal communication skills
• Attends regular ongoing education as scheduled by the employer or manufacturer of equipment

AAP/EEO Statement

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race, color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.