Technical Support Specialist

Description:

Note: This position is 100% on-site in Vancouver, Washington. Remote or hybrid work is not available for this role. Saturday availability is also required. We are looking to fill several open roles.

Why This Role Matters

The Technical Support Specialist provides advanced technical support to field technicians who are troubleshooting equipment at customer locations. When a technician encounters an issue that requires deeper diagnostics or system knowledge, this role helps guide the troubleshooting process, document findings, and ensure the issue is resolved efficiently.

By supporting technicians in real time and helping maintain accurate technical documentation, this role strengthens the systems and processes that allow our service teams to operate effectively.

What You’ll Do

• Provide escalation support to field technicians troubleshooting equipment at customer locations.
• Assist technicians in diagnosing technical issues and identifying effective solutions.
• Document troubleshooting steps, resolutions, and key details from each interaction in internal systems.
• Support Technical Service Representatives (TSRs) with troubleshooting guidance when needed.
• Help maintain and improve technical documentation by identifying recurring issues and gaps in existing resources.
• Communicate clearly with technicians and team members to ensure issues are understood and resolved.
• Meet departmental performance standards for responsiveness, documentation accuracy, and service quality.
• Participate in the rollout and support of new services, tools, or operational processes.
• Occasionally travel to local customer sites to assist with equipment troubleshooting or repairs.
• Maintain current technical knowledge by reviewing service manuals, training materials, and internal documentation.
• Represent the company professionally when interacting with technicians, customers, and colleagues.
  

Requirements:

What You’ll Bring

• High school diploma or GED equivalent.
• At least one year of experience in a technical support, help desk, service desk, or similar troubleshooting role.
• Experience supporting technicians, field service teams, or troubleshooting equipment is preferred.
• Working knowledge of Microsoft Office and experience using CRM or ticketing systems.
• Strong troubleshooting and analytical thinking skills.
• Clear written and verbal communication skills, especially when guiding others through technical troubleshooting.
• Strong attention to detail when documenting issues and resolutions.
• Demonstrated reliability in attendance, punctuality, and follow-through.
• Access to reliable transportation.
• Ability to stay organized and manage multiple priorities in a fast-paced environment.
• Willingness to learn new systems, tools, and processes as the role evolves.
• Adaptability when priorities, procedures, or systems change.
• Professionalism and a commitment to supporting both customers and internal teams.

Physical, Mental, Sensory, and Cognitive Requirements

The individual in this role must be able to perform the following with or without reasonable accommodation:

• Sit for extended periods while working at a computer workstation.
• Use hands and fingers for typing, operating a computer, and handling standard office equipment.
• Occasionally stand, walk, reach, and lift or carry items such as laptops or files up to approximately 20 pounds
• Maintain attention to detail while reviewing code and technical documentation.
• Manage tasks and adapt to changing priorities.
• Sensory Requirements
• Read information on computer screens and written materials.
• Communicate effectively in written and verbal form.
• Analyze problems and develop logical solutions.
• Learn and apply new technologies and tools.

We are an Equal Opportunity Employer.