Technical Support Specialist

Job Description

111 Sign is seeking a knowledgeable patient Technical Support Specialist to troubleshoot and resolve technical issues for both internal staff and customers. This role supports our online ordering platform design software production systems and general IT needs keeping operations running smoothly and helping customers navigate any technical hurdles with our digital tools.

Key Responsibilities

• Provide first-line technical support to customers experiencing issues with the online ordering platform file uploads or account access
• Troubleshoot internal hardware software and network issues for staff (computers printers production software POS systems)
• Assist customers and staff with file format issues related to design proofs (AI PDF EPS) and uploads
• Diagnose and resolve issues with production/MIS software order management systems and internal tools
• Escalate complex technical issues to IT management developers or vendors as needed
• Maintain accurate logs of support tickets resolutions and recurring issues
• Set up and maintain workstations peripherals and basic network equipment
• Provide guidance and training to staff on internal software and systems
• Monitor system performance and flag potential issues before they cause disruptions
• Maintain documentation for common troubleshooting steps and internal IT processes
• Support software updates patches and basic cybersecurity practices (password resets access management)

Qualifications

• High school diploma required
• 1 years of technical support help desk or IT support experience
• Strong troubleshooting skills across hardware software and basic networking
• Familiarity with Windows and/or Mac operating systems
• Comfortable supporting both non-technical customers and staff with varying skill levels
• Strong written and verbal communication skills able to explain technical issues in simple terms
• Experience with ticketing/helpdesk software (Zendesk Freshdesk or similar)
• Patient calm demeanor when handling frustrated users

Required Skills:

Technical Support