Desktop Support Technician

About the Role
We're looking for someone who can diagnose and repair computer hardware, scanners, and other electronics equipment. While you'll handle support tickets and communicate with users through our RT system, phone, and email, most of your time will be spent doing hands-on bench work and hardware repairs—this isn't a coding position.
What You'll Be Doing

Serve as the main contact for hardware issues through our RT Ticket System, documenting your diagnostic process, actions taken, and solutions
Perform bench-level diagnostics and repairs: tearing down desktops and laptops, replacing components, imaging systems, configuring BIOS/UEFI settings, swapping PSUs/RAM/drives, and working with cables (all following proper ESD protocols)
Operate NextScan equipment for microfilm, microfiche, and aperture cards—setting up scan profiles (resolution, bit depth, output format) and monitoring image quality in real-time for focus, density, skew, cropping, and defects
Load and unload scanning media, select appropriate carriers and gates, verify reduction ratios and targets, and manage film leaders and trailers
Troubleshoot mechanical, optical, and software problems with scanning equipment; perform routine cleaning and parts replacement; update firmware and software; escalate complicated issues to vendors with detailed logs and image samples
Run quality control checks (either full 100% review or sampling) against project specifications—checking focus, density, frame detection, completeness, and readability. You'll use NextScan and NextStar Verify tools to verify image quality, page counts, and metadata, and perform rework when necessary
Set up and troubleshoot scanners, printers, and other peripherals
Stay on top of ticket queues, follow up with users, and escalate to senior technicians when appropriate

What You'll Need

At least 2 years of hands-on experience repairing PC hardware or working as an electronics bench technician (break/fix, component replacement, diagnostics)
Comfortable using a multimeter for troubleshooting, following ESD best practices, and working with basic hand tools
Experience deploying operating systems and imaging machines (Windows installation, driver updates, device configuration)
Ability to write clear, concise ticket documentation and follow through consistently
High school diploma or GED (Associate degree in a technical field is a bonus)

Nice to Have

CompTIA A+ certification or equivalent hands-on experience
Familiarity with NextScan hardware and software (PCS2, NextStar Verify) or microfilm/microfiche workflows
Basic soldering and rework skills, plus experience with small-parts mechanical assembly
Experience with RT (Request Tracker) or similar ticketing platforms

Job Details
Full-time position with benefits including 401(k), health insurance, dental, vision, and employee referral program.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person