Technical Support Specialist

Paradigm • Sioux Falls, SD

17d • $28 - $31 • Onsite

About The Position

Paradigm is an accountable specialty care management organization focused on improving outcomes for people with complex injuries and diagnoses. The Technical Support Specialist supports the reliability, efficiency, and continuous improvement of Mail Services technology, equipment, and operational workflows. The role is a hands-on technical resource for mail-processing systems, document-routing and indexing processes, reporting, troubleshooting, testing, vendor coordination, and user support. The position 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 Paradigm’s Sioux Falls office. The specialist provides operational and technical support, maintains documentation and reporting, analyzes recurring issues, supports technology implementation and lifecycle management, and helps ensure quality, security, compliance, and continuity across Mail Services. The role also supports staff training and knowledge transfer, adopts AI tools and other technologies in line with established guidance, and contributes to customer-focused service and continuous improvement.

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.

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 IT 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 to support 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 delivered solutions meet quality, security, compliance, and usability expectations.
• Perform quality-control reviews of technical processes, including AI workflows, and system outputs such as 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 AI 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 understanding of Paradigm’s organization, products, operations, and customers; collaborate to meet customer needs and expectations and take personal accountability for service quality.

Benefits

• PPO, HDHP, and HMO health insurance options with Cigna; Kaiser options for California employees only.
• 401(k) matching contributions.
• Employer-paid life and disability insurance.
• Flexible spending and commuter accounts.
• Employer-matched HSA contributions.
• Paid time off and personal holiday programs.
• One paid volunteer day per calendar year for full- and part-time employees.
• Learning and development support, including the Learning Excellence at Paradigm (LEAP) program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed