IT Support Technician

Job Category: IT Support / Help Desk / End-User Support



Industry: Government / Public Sector IT Services



Work Arrangement: Onsite training initially, with an opportunity to transition to fully remote work



Job Reference: 813974 Job Summary

We are seeking a customer-focused IT Support Technician with help desk experience and an interest in print services support . This role provides technical assistance to end users, handles support tickets, troubleshoots print-related issues, and helps maintain reliable IT service delivery.

The ideal candidate will have experience working in a help desk or service desk environment, strong troubleshooting skills, clear communication, and a commitment to resolving user issues efficiently. Familiarity with printers and enterprise print environments is preferred.

Candidates must be willing to complete the initial onsite training period before transitioning to remote work, subject to successful training completion.

• Provide technical support to end users experiencing print service and related IT issues.

• Receive, document, track, and resolve support requests through a help desk or ticket management process.

• Troubleshoot printer-related problems and assist users in identifying and resolving print service issues.

• Investigate reported incidents, identify potential causes, and determine appropriate troubleshooting steps or escalation paths.

• Communicate clearly with users regarding reported issues, troubleshooting progress, and resolution steps.

• Maintain accurate ticket notes and document technical issues, actions taken, and outcomes.

• Follow established support procedures to help deliver consistent and timely technical assistance.

• Escalate issues requiring additional technical expertise to the appropriate support teams.

• Maintain a professional, service-oriented approach when assisting users with technical difficulties.

• Contribute to reliable print service operations and a positive end-user support experience.

• Previous experience in IT support, help desk, service desk, or technical customer support.

• Experience handling support tickets, tracking incidents, and documenting resolutions.

• Strong troubleshooting and problem-solving abilities.

• Basic understanding of IT systems and end-user technical support processes.

• Effective verbal and written communication skills.

• Customer service skills and attention to detail.

• Willingness to work onsite four days per week during the initial training period.

• Ability to transition to remote work only after successfully completing the required training.

• Previous experience supporting printers, printing devices, or print services.

• Familiarity with enterprise print environments and common printing issues.

• Experience diagnosing technical issues and determining when escalation is required.

• Experience working in a structured IT service desk or ticket-based support environment.

• Help Desk Support

• Service Desk Support

• IT Technical Support

• Ticket Management

• Incident Management

• Printer Troubleshooting

• Print Services Support

• End-User Support

• Technical Issue Resolution

• IT Service Delivery

• Incident Documentation

• Problem Diagnosis and Escalation

• Customer service and user communication.

• Active listening and problem-solving.

• Attention to detail and accurate documentation.

• Patience when assisting users with technical issues.

• Ability to prioritize support requests and follow established procedures.

• Professional communication and collaboration.

• Initial training: Four days onsite per week.

• After training: Opportunity to work remotely five days per week following successful completion of training.

• The transition to fully remote work is conditional on successful training completion.

Candidates must also be available for a two-stage interview process: an initial phone or web interview, followed by an in-person interview if selected for further consideration.

This opportunity is best suited to candidates with hands-on help desk ticketing and end-user support experience. Printer or print environment knowledge is a plus, but should not be treated as a mandatory requirement based on the provided job description.