Technical Support Specialist - Remote (NY, NJ, or PA)

We are seeking a motivated, organized, and technically inclined Technical Support Specialist to join our service department.

This position combines customer service, basic IT and equipment troubleshooting, support ticket management, parts and consumable quoting, and technical documentation.

Working remotely, you will serve as one of the primary points of contact for customers requesting technical assistance. You will help troubleshoot software and equipment issues, coordinate with manufacturers and field technicians, prepare customer quotes, and develop technical support resources., Technical Support & Troubleshooting

• Provide initial technical assistance for customer hardware, software, and equipment-related issues.
• Troubleshoot common Windows computer issues, software installations, device drivers, and connectivity problems.
• Assist customers with equipment software setup, updates, licensing, and configuration.
• Diagnose basic USB, Ethernet, and network communication issues.
• Research problems using manufacturer documentation, technical resources, and established troubleshooting procedures.
• Gather error messages, screenshots, diagnostic information, and other relevant details.
• Escalate complex technical issues to field technicians or equipment manufacturers when necessary.

Customer Communication & Ticket Management

• Monitor and manage incoming customer requests through Zoho Desk, email, and phone.
• Respond professionally to customer questions and provide clear troubleshooting instructions.
• Track support requests and provide timely follow-ups and status updates.
• Maintain accurate records of customer interactions, technical issues, and resolutions.
• Coordinate with field technicians and manufacturers to resolve outstanding support cases.

Parts, Consumables & Quoting

• Research and identify replacement parts, accessories, and consumables for customer equipment.
• Prepare customer quotes for replacement parts, supplies, and service requests using Zoho Books.
• Contact manufacturers and suppliers to confirm compatibility, pricing, availability, and lead times.
• Assist customers with identifying the correct replacement components or materials.
• Coordinate with internal sales and purchasing teams on customer requests and orders.
• Communicate order updates and shipping information to customers.

Technical Documentation & Knowledge Base

• Create customer-facing support articles, troubleshooting guides, and FAQs.
• Develop clear, step-by-step instructions for common equipment and software issues.
• Maintain internal technical documentation and support procedures.
• Research manufacturer manuals, service bulletins, and technical updates.
• Identify recurring customer issues and develop resources to improve self-service support.

Hands-On Training & Professional Development

• Participate in remote and in-person technical training provided by AES and our equipment manufacturers.
• Occasionally accompany regional field service technicians during equipment installations, maintenance visits, and repairs to gain practical experience.
• Develop an understanding of the equipment AES supports, including its operation, maintenance, and common technical issues.
• Apply knowledge gained through field training to improve remote troubleshooting and customer support.
• Work with the Technical Service Manager to identify additional training opportunities and areas for professional growth., This position offers an opportunity to develop a broad range of technical skills while helping schools and educators utilize innovative technologies.

You’ll work with equipment from leading manufacturers, collaborate with an experienced field service team, and receive opportunities for both remote learning and hands-on technical training.

You’ll also gain experience in technical troubleshooting, customer support operations, parts identification, and technical documentation.

Work Environment & Travel

This is a primarily remote position, with day-to-day responsibilities performed from home.

The selected candidate must reside in New York, New Jersey, or Pennsylvania and be available for occasional travel to participate in equipment training and shadow experienced AES field service technicians.

Travel may include visits to customer locations within our service territory for equipment familiarization, installations, maintenance, and repair training.

Regular onsite field service work is not a primary responsibility of this position.

The ideal candidate has a basic understanding of computers, software, and IT troubleshooting, along with excellent communication and organizational skills.

This is an entry-level position with opportunities to develop specialized technical knowledge. Prior experience with the equipment we support is not required.

While daily responsibilities are performed remotely, candidates must reside in New York, New Jersey, or Pennsylvania to participate in occasional hands-on training alongside our regional field service technicians., * Basic knowledge of Windows operating systems, computer hardware, and software troubleshooting.

• Familiarity with installing and configuring software and resolving common computer issues.
• Basic understanding of networking concepts, including IP addresses and device connectivity.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to research unfamiliar technical problems and learn independently.
• Comfortable working with web-based applications and business software.
• Strong customer service skills and a willingness to help others.
• Ability to manage multiple customer requests while working independently.
• Must reside in New York, New Jersey, or Pennsylvania.
• Ability and willingness to travel occasionally within the region for hands-on technical training., * Previous experience in an IT help desk, desktop support, technical support, or customer service role.
• Education, coursework, or certifications related to information technology, computer systems, or networking.
• Experience troubleshooting software installations, device drivers, network-connected equipment, or software licensing issues.
• Experience with remote troubleshooting or screen-sharing tools.
• Familiarity with ticketing systems such as Zoho Desk, Zendesk, or Freshdesk.
• Experience preparing quotes or working with business management software.
• Familiarity with 3D printing, laser engraving, CNC equipment, digital printing, or similar technologies.
• Experience writing technical instructions or support documentation.

A college degree is not required. Candidates with relevant technical education, certifications, personal projects, or hands-on troubleshooting experience are encouraged to apply.

What We’re Looking For

Our ideal candidate is someone who:

• Enjoys technology and figuring out how things work.
• Is comfortable troubleshooting computer and software issues.
• Can research unfamiliar problems and find reliable solutions.
• Communicates technical information clearly and patiently.
• Is highly organized and follows through on customer requests.
• Is interested in learning about a variety of specialized technologies.
• Works independently while maintaining good communication with the team.
• Is eager to gain hands-on equipment knowledge through training with experienced technicians., We welcome entry-level applicants who demonstrate strong technical aptitude, excellent communication skills, and a genuine interest in learning new technologies.

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

Allegheny Educational Systems (AES) provides educational equipment, technology, and technical services to schools, colleges, and career and technical education programs throughout New York, New Jersey, and Pennsylvania.

We support a wide range of technologies, including 3D printers, laser engravers, CNC machines, digital printing equipment, robotics, and other educational manufacturing technologies.

Our service department provides equipment installation, training, maintenance, repairs, software assistance, and ongoing technical support.