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# Imaging Tier 1 Support Agent - (Remote)

- **Company:** Velocity, A Managed Services Company
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Software Documentation, Microsoft Office, Microsoft SharePoint, Computer Equipment, Wikis
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b6bf037b900e5bed

## About the Role

* Excellent verbal and written communication skills, with a professional, patient, and empathetic phone presence
 * Detail-oriented with an emphasis on accurate, real-time documentation
 * Highly organized and dependable, with a strong sense of ownership and follow-through
 * Resourceful, with the judgment to know when to research, when to ask for help, and when to escalate
 * Confident balancing multiple priorities in a fast-paced environment without skipping required steps
 * Able to work across multiple systems at once, such as ticketing, phone, and Microsoft Office tools (Teams, Outlook, SharePoint)
 * Proactive team player who stays calm under pressure and supports teammates, Required
 * High school diploma or equivalent
 * Call center experience
 * Working knowledge of the Microsoft Office suite, including Teams, Outlook, and SharePoint
 * Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position

Preferred

 * Experience supporting field technicians or imaging/printer equipment
 * Experience with ticketing or work order systems

## Description

We are seeking an Imaging Tier 1 Support Agent to provide front-line support to Imaging technicians throughout the service process. This position reports to the Imaging Supervisor and has no direct reports.
This role goes well beyond answering calls. The team member will support technicians from check-in through close-out by managing work orders, troubleshooting within Tier 1 scope, documenting service activity, monitoring job progress, and communicating with internal teams to make sure every required step is completed. The successful candidate is organized, dependable, resourceful, detail-oriented, and comfortable working in a fast-paced environment.
Must be able to work the following schedule listed below. All in Eastern Time Zone.

 * M-F with rotating Saturdays from 8:00 AM - 2:30 PM
 * M-F with rotating Saturdays from 2:00 PM - 10:30 PM

Please note that schedules are subject to change and this opportunity requires flexibility to work within our core hours of 8:00 AM - 10:30 PM Eastern Standard Time.
Remote Training: Full training is provided on workflow, Vselect, Sharpen, the Tech Board, the Imaging Wiki, Help Requests, validation, Part Codes, documentation standards, and Close Out procedures.
Computer Equipment: Employees must provide their own Windows-based computer/desktop, dual monitors, and a reliable, stable internet connection., * Answer technician calls and complete required check-ins

 * Troubleshoot within Tier 1 scope and communicate clear next steps
 * Document all technician interactions, parts, approvals, and pictures in real time
 * Follow proper procedures and processes
 * Manage validation, approvals, Part Codes, and Close Out
 * Monitor the Tech Board for Yellow and Red jobs
 * Provide clear handoffs to internal teams
 * Other duties and responsibilities, as assigned