Print Service Support Technician
About The Position
The Virginia Information Technologies Agency (VITA) is seeking a customer-focused, detail-oriented Print Service Support Technician to support IT service delivery. The role provides technical assistance to end users, troubleshoots IT and print service issues, manages support requests, and helps ensure reliable and efficient IT service delivery. It calls for strong troubleshooting, communication, analytical, and issue-resolution skills, proficiency with Microsoft 365, and experience with IT service management ticketing systems. Experience supporting printers and enterprise print service environments is preferred. The assignment begins with four days per week of on-site training in Richmond, Virginia. After successful completion of training, there is an opportunity to transition to a fully remote schedule of five days per week; this transition is not guaranteed before training is completed. Candidates must physically reside in the United States throughout the assignment, and offshore work is not permitted. Applicants must be available for an initial phone or web interview and a mandatory in-person interview if selected to advance. A separate VITA fingerprint-based background check is conducted following acceptance of an offer. This is a 1099 contract position paying $18–$38 per hour. Start and end dates and assignment duration are not specified.
Requirements
- At least 5 years of experience working with Microsoft 365.
- At least 5 years of experience in a help desk, service desk, or technical support role.
- At least 5 years of experience using ticketing systems such as ServiceNow, Jira, or equivalent to track and document support requests.
- At least 5 years of experience applying analytical and troubleshooting skills to technical support issues.
- At least 5 years of experience demonstrating strong communication and interpersonal skills and attention to detail.
- At least 5 years of experience prioritizing tasks and managing time effectively in fast-paced environments.
- At least 5 years of experience delivering high-quality end-user support and customer service.
- At least 5 years of experience or demonstrated knowledge of IT systems.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
- Must physically reside within the United States for the entire assignment.
- Must be able to attend on-site training in Richmond, Virginia, four days per week during the initial training period.
- Must be willing to participate in an initial phone or web interview and a mandatory follow-up in-person interview if selected to advance.
- Must agree to the initial on-site training arrangement and understand that full-time remote work is contingent upon successful completion of training.
- Must be willing to undergo a separate VITA fingerprint-based background check following acceptance of an offer.
Nice To Haves
- At least 2 years of experience supporting print services or enterprise printing environments.
- Hands-on experience troubleshooting printers and print-related technical issues.
- Familiarity with print service operations and support processes.
- Experience handling help desk tickets involving printer or print service issues.
- Residence in or near Richmond, Virginia, preferred due to initial on-site training requirements.
Responsibilities
- Provide responsive technical assistance and troubleshooting support to end users.
- Diagnose, investigate, and resolve IT service issues, including print service issues.
- Support the VITA Print Service offering and respond to print-related technical requests.
- Apply knowledge of IT systems and Microsoft 365 to identify and resolve technical issues.
- Analyze recurring support problems and contribute to effective, sustainable resolutions.
- Escalate complex technical issues when necessary to support timely resolution.
- Receive, track, prioritize, and manage support requests through established ticketing systems.
- Use ServiceNow, Jira, or equivalent platforms to document incidents, support activities, and resolutions.
- Maintain accurate records of troubleshooting steps and issue outcomes.
- Monitor assigned tickets and provide timely updates to end users.
- Manage multiple support requests while maintaining service quality and responsiveness.
- Deliver professional, courteous, customer-focused technical support.
- Communicate technical information clearly to users with varying levels of technical knowledge.
- Maintain strong working relationships with end users and internal IT stakeholders.
- Collaborate with IT team members to troubleshoot issues and support effective service delivery.
- Follow established IT support procedures and service management practices.
- Prioritize competing requests and manage workloads in a fast-paced environment.
- Contribute to improvements in support processes and end-user satisfaction.
- Participate in required on-site training and demonstrate readiness for independent remote support.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
