Technical Support Specialist

Paradigm•Sioux Falls, SD

7d•Onsite

About The Position

The Technical Support Specialist supports the reliability, efficiency, and continuous improvement of Mail Services technology, equipment, and workflows. This hands-on technical resource supports mail-processing systems, document-routing and indexing processes, reporting, troubleshooting, testing, vendor coordination, and user support. The role partners with the Mail Services Operations Manager, internal technology teams, business stakeholders, and vendors to resolve issues, document solutions, strengthen controls, and implement scalable improvements while protecting confidential information, including protected health information (PHI). This is an in-office position in the Sioux Falls office. The specialist monitors systems and equipment, investigates incidents, identifies root causes, supports staff, tests and implements approved changes, maintains technical documentation, and develops operational reports and dashboards. The role also supports technology and equipment lifecycle activities, quality control of technical processes and outputs (including AI workflows), business continuity and disaster recovery readiness, vendor coordination, and staff training. It protects confidential information by following applicable access, handling, retention, transmission, and incident-reporting requirements. The position supports special projects and operational initiatives as directed by the Mail Services Operations Manager. It uses AI tools to support day-to-day work, adopts new technologies as trained, and applies them according to established processes and guidelines. The specialist is expected to maintain reliable attendance during scheduled work hours and to demonstrate a customer-first, collaborative, and accountable approach to service quality.

Requirements

Experience in information technology, business systems, operations, engineering technology, or a related field; equivalent relevant experience may be considered.
Two or more years of experience supporting business technology, production equipment, document-management workflows, mail operations, or another service-oriented operational environment.
Experience troubleshooting AI, workflow, data, or integration issues and coordinating resolution across internal teams and external vendors.
Experience creating technical documentation, standard operating procedures, process maps, training materials, and support knowledge.
Strong technical troubleshooting, analytical thinking, and root-cause analysis skills.
Ability to translate operational needs into clear technical requirements, test plans, documentation, and sustainable solutions.
Ability to organize technical work, manage competing priorities, and follow issues through resolution.
Excellent attention to detail, documentation discipline, and quality orientation.
Clear written and verbal communication skills, including the ability to explain technical information to nontechnical audiences.
High level of professionalism, discretion, judgment, and confidentiality.
Ability to collaborate effectively with Mail Services, Information Technology, Security, Compliance, Finance, Facilities, vendors, and other internal customers.
Proficiency in Microsoft 365 applications, including Outlook, Excel, Word, PowerPoint, Teams, and Copilot.
Ability to work independently, escalate concerns appropriately, adapt to changing priorities and technologies, and maintain a customer-focused approach.
Commitment to continuous learning and professional development.
Reliable and predictable attendance during scheduled work hours.

Nice To Haves

Experience with reporting, data analysis, workflow automation, or dashboard development.
Experience working with confidential information, medical records, PHI, or regulated processes.
Experience supporting mail-processing, scanning, imaging, indexing, document-management, print, or check-production technology.
Experience with SharePoint or similar tools.

Responsibilities

Serve as the primary technical resource within Mail Services for operational systems, mail-processing equipment, document-routing tools, indexing workflows, reporting solutions, and related integrations.
Monitor system and equipment performance; investigate incidents, document findings, identify root causes, and coordinate timely resolution with Information Technology teams, vendors, and operational stakeholders.
Provide day-to-day technical support to Mail Services staff, including issue triage, user guidance, access coordination, equipment troubleshooting, and escalation of complex or high-risk concerns.
Configure, test, validate, and support changes to Mail Services workflows, equipment, applications, and reporting tools in accordance with approved change-management and information-security requirements.
Develop and maintain technical documentation, standard operating procedures, SLAs, troubleshooting guides, system inventories, workflow maps, configuration records, and knowledge-base content.
Build, maintain, and improve operational reports and dashboards supporting workload visibility, service-level performance, quality monitoring, capacity planning, and leadership decision-making.
Analyze recurring incidents, workflow exceptions, equipment failures, and data-quality issues; recommend corrective actions and process improvements to reduce manual work, errors, and service interruptions.
Support implementation and lifecycle management of mailroom technology and equipment, including requirements gathering, vendor evaluation support, installation coordination, user acceptance testing, deployment, maintenance, and replacement planning.
Partner with business and technical teams to document functional requirements, translate operational needs into technical solutions, and confirm solutions meet quality, security, compliance, and usability expectations.
Perform quality-control reviews of technical processes and system outputs, including AI workflows, routing, indexing, file transmission, reporting, and exception handling; document results and coordinate remediation when needed.
Support business continuity and disaster-recovery readiness by maintaining system dependencies, contingency procedures, backup workflows, and recovery documentation, and participating in periodic testing.
Protect confidential information, PHI, and medical records by following approved access, handling, retention, transmission, and incident-reporting requirements.
Coordinate with vendors on service requests, preventive maintenance, repairs, software or firmware updates, equipment performance, technical documentation, and issue escalations.
Provide technical training, job aids, SOPs, and knowledge transfer to Mail Services team members; promote consistent use of systems, equipment, and documented processes.
Maintain awareness of emerging mail, document-management, automation, and artificial-intelligence capabilities; recommend practical opportunities to improve service quality, scalability, and efficiency.
Support special projects and operational initiatives as directed by the Mail Services Operations Manager, including technology assessments, process mapping, testing, implementation, and post-deployment stabilization.
Maintain reliable and predictable attendance during scheduled work hours.
Use AI tools to support day-to-day tasks, improve efficiency, and enhance output quality.
Adopt new technologies as trained and apply them in alignment with established processes and guidelines.
Develop a broad and deep understanding, where appropriate, of the organization, products, operations, and customers; collaborate to meet customer needs and take personal accountability for service quality.