IT Field Support Technician II (Network & Print Solutions)

1. Network Connectivity & Software Solutions

· Diagnose and resolve connectivity and software-related issues including print drivers, firmware, APIs, and printing/scanning/faxing solutions.

· Install, update, and configure document management software, Data Collection Agent (DCA) solutions, and associated platforms.

· Collaborate with client IT departments to ensure seamless integration of devices into existing network environments.

· Provide end-user training on document software solutions and connected devices as needed.

1. Client Support & Reactive Response

· Respond promptly to reactive service requests, remotely and on-site, driving issues to resolution with urgency.

· Conduct remote diagnostics first where possible, escalating to on-site visits when required.

· Communicate clearly with clients throughout the resolution process and foster strong, lasting relationships.

1. Tier 1 Hardware & Field Support

· Perform Tier 1 troubleshooting, basic maintenance, and minor repairs on copiers, printers, and multifunction devices.

· Support hardware installations and basic setup at client sites, ensuring proper configuration and network integration.

· Assist clients in managing consumables such as toner and conduct spot checks to get ahead of potential issues.

1. Documentation, Quality & Continuous Learning

· Maintain accurate records of all service calls, repairs, software configurations, and client interactions. If it is not recorded, it did not happen.

· Ensure all tasks are completed within established timelines and SLAs; conduct regular system checks to confirm optimal functionality.

· Stay current with industry trends and emerging technologies; participate in training, team meetings, and peer collaboration.

Pay: $50,000.00 per year

· High school diploma and/or GED required; associate’s or bachelor’s degree in IT, Computer Science, or a related field preferred.

· Minimum 1-3 years of experience in technical support, IT helpdesk, or a solutions-oriented role; field service experience a plus.

· Working knowledge of LAN networking, TCP/IP, print drivers, and scanning protocols including SMTP and SMB; Windows Operating System expertise preferred.

· Experience installing, configuring, and troubleshooting document management software, firmware, and APIs; familiarity with PaperCut and Data Collection Agent (DCA) platforms preferred.

· Ability to collaborate with client IT departments and communicate technical concepts clearly to end-users.

· Comfortable with hands-on hardware: basic mechanical troubleshooting, maintenance, and Tier 1 repairs on copiers and printers.

· Strong organizational skills; able to multitask, prioritize, and stay composed under pressure in a fast-paced environment.

· Knowledge of ERP or ticketing systems; experience in customer-facing technical roles with sound judgment and discretion.

· Must have a valid driver’s license with a clean driving record.

· Must successfully pass a pre-employment background check and drug screening; random or for-cause testing may apply.

Travel & Vehicle Requirements:

· Primary coverage is the Northwest Arkansas market. Occasional statewide travel is possible, typically less than 2-3 day trips per month. A company vehicle is provided.

· Must maintain a valid driver’s license and clean driving record throughout employment (subject to periodic review).

3.83.8 out of 5 stars Rogers, AR 72758 $50,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance