Job description

Job Description

Dex Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States. Vendor agnostic providing the best document handling solutions in the industry with no dependency on a single manufacturer. Dex Imaging is a leader in information technology and a manufacturer of associated electronic document handling reporting devices.

Tier 2 Help Desk Technician/Analyst
DEPARTMENT: Service
REPORTS TO: Steven Bailey

POSITION PURPOSE/SUMMARY

The Helpdesk Technician/Analyst will be responsible for providing technical support for a
variety of MFP IT related software and hardware technologies. This individual will be a self-motivated and reliable point of contact for customers. Troubleshooting and time management
skills are essential. This position requires the ability to apply common sense understanding to
carry out detailed but fundamental written or oral instructions. Ability to deal with problems
involving a few concrete variables in standardized situations. Exceptional customer interaction
required to perform the essential job functions.

DUTIES AND RESPONSIBILITIES

• Professional, energetic, hardworking, self-starter.
• Demonstrates strong customer service skills with attention to detail and accuracy.
• Ability to diagnose and troubleshoot technical issues.
• Provide support to customers on print driver installations, connectivity issues, and

configuring shared folders. * Track, route, and redirect MFP IT related issues to appropriate resource.

• Log all inbound and outbound calls into eAutomate.
• Maintain a high degree of integrity and discretion with routine customer service related

issues. * Strong knowledge of Mac and PC hardware, printers, scanners, computer peripherals,
mobile devices (Android Operating System). * Proficient in Microsoft based operating systems with emphasis on Windows 7 and
Windows 10. * Promote all operational policies, procedures and standards

• Ability to work as a team with other technicians to accomplish tasks.

*

• REQUIREMENTS

• Must pass a criminal background check.
• Typically requires a High School Diploma; Associate's degree (A. A.) or equivalent from

two-year college or technical school; or 2+ years related experience and/or training; or equivalent combination of education and experience. * Excellent customer service experience

• Must be attentive to detail, organized, and a team player

*

• INCENTIVES

• After 90 days, accrue paid time off
• After 60 days, eligible for 401K, health benefits (Medical, Dental, Vision & Life)
• Supplemental Insurance Options Available
• Paid holidays
• After one-year anniversary, eligible for employee profit sharing plan

KEY COMPETENCIES

• Oral and written communication skills
• Customer service orientation
• Problem analysis
• Problem-solving
• Team interaction
• Planning and organizing
• Favorable Disposition

Job Type: Full-time

Qualifications & Required Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Typically requires a High School Diploma; Associate's degree (A. A.) or equivalent from two-year college or technical school; or 2+ years related experience and/or training; or equivalent combination of education and experience.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Skills and Abilities

Ability to establish and maintain effective working relationships with employees, businesses and community. Ability to communicate clearly and concisely both in oral and written form. Ability to perform duties with awareness and in accordance with the organization's policies and applicable laws. Completes additional tasks and assignments as requested by the Helpdesk Manager.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Tampa, FL 33609: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Preferred)

Work Location: In person

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