Technical Support Specialist I (Copy)

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of Position

The Technical Support Specialist I plays a crucial role in ensuring the operational efficiency and functionality of Denali’s solutions in various locations. This role involves providing on-site technical support, troubleshooting hardware and software issues, and maintaining a high level of customer satisfaction. Key responsibilities include diagnosing problems, implementing solutions, and offering training to end-users. The Field Support Technician must possess strong communication skills and technical expertise to deliver effective support in dynamic environments.

Essential Functions

• Install, configure, and maintain Denali Solutions at customer locations
• Collaborate with clients to understand their unique requirements and provide tailored solutions
• Conduct on-site assessments to ensure compatibility and optimal performance of systems
• Provide training to client's staff on the operation and maintenance of installed systems
• Collaborate with the engineering team to enhance and customize solutions based on client feedback
• Maintain accurate documentation of installations, configurations, and troubleshooting procedures
• Effectively communicate with clients to address inquiries, provide technical support, and offer guidance on system optimization

Competencies

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience

• High School Diploma
• 1-3 years of Experience

Qualifications

• 1-3 years of combination Hardware/Software/IT experience supporting both proprietary and standard applications
• Forklift certification or willingness to obtain
• Strong ability to troubleshoot hardware and software problems
• Travels to customer locations as necessary to provide service
• Strong written and verbal communication skills
• Attends regular ongoing education as scheduled by the employer or manufacturer of equipment

AAP/EEO Statement

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race, color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation

The base pay range for this role is $20 – $27 per hour.

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A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disability

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A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air service

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A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of Defense

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A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209).

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Req ID: R10