Field Support Specialist - Grand Rapids MI

Job Description

Job Description

Applied Innovation is seeking a Field Support Specialist to join our team at our Grand Rapids, MI location, working onsite Monday through Friday from 8:00 AM to 5:00 PM. This role provides remote technical support to Field Service Technicians and internal teams, troubleshooting connectivity, hardware, and software issues across printers, multifunction devices, wide-format printers, scanners, Zebra devices, and reporting software. The ideal candidate has strong problem-solving skills, excellent communication, and knowledge of networking protocols, operating systems, and wired and wireless connectivity. This individual will also help test new technologies and support continuous improvement across our Network Connectivity department.

Duties and Responsibilities:

• Troubleshoot and support printers, multifunction devices (MFDs), wide-format printers, Zebra devices, scanners, and reporting software.
• Develop and maintain specialized knowledge of the equipment and software currently sold and serviced by Applied Innovation.
• Research, evaluate, and test new software and equipment to support future business growth and evolving technology needs.
• Collaborate with and provide technical support to other teams within the Network Connectivity department.
• Deliver timely and effective technical support through phone, email, text, and remote access tools to diagnose issues, resolve challenges, and minimize service disruptions.

Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and nontechnical audiences.
• Strong troubleshooting, analytical thinking, and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Working knowledge of industry-standard networking protocols and services, including TCP/IP, DNS, SMB, and SMTP.

Education/License/Experience Requirements:

• High School Diploma or GED required.
• Bachelor's degree in a technology-related field, relevant technology certifications, or equivalent professional experience.
• Experience supporting Windows Server and desktop operating systems, as well as macOS.
• Experience troubleshooting hardware and software for printers and multifunction devices, including Ricoh, Canon, HP, Kyocera, and Lexmark.
• Experience configuring, supporting, and troubleshooting wired and wireless network connectivity for printers and related devices.

What We Offer: 

• Medical, dental, and life insurance on the 31st day of employment.
• Short-term disability.
• Paid vacation and holidays.
• Paid volunteer time.
• 401(k) retirement plan with company match program.
• Onsite fitness center.
• Opportunities for professional growth and advancement.

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