MSP Help Desk / Remote Print Support Specialist

We are looking for a skilled Remote Technical Support Specialist to join our team in a long-term role supporting customers with print management software, remote troubleshooting, scan to network file and scan to email setup, and eventually MSP/help desk support. This is a technical support role for someone who is comfortable working directly with customers, troubleshooting remotely, documenting work clearly, and following through until issues are resolved. The ideal candidate has strong English communication skills, is dependable, technically sharp, and can work Monday through Friday from 8:30 AM to 5:30 PM Eastern Time. Responsibilities will include: Remotely installing and configuring DCA print monitoring software Setting up and troubleshooting scanning on copiers, printers, and multifunction devices Resolving basic customer technical issues through remote support tools Troubleshooting printer, copier, network, email, and connectivity issues Supporting customers over phone, email, chat, and remote access sessions Supporting setup and configuration of document management solutions like Papercut, and Drivve Image Documenting issues, resolutions, customer updates, and follow-up steps Escalating issues when needed while still owning the customer experience Assisting with ConnectWise tickets, service boards, notes, and follow-up Helping support our growing MSP service offering over time Providing Level 1 and eventually Level 2 IT help desk support Purchasing of equipment and supplies for customers, including parts, toner, copiers and printers Required experience: Strong remote technical troubleshooting experience Excellent spoken and written English Availability Monday through Friday, 8:30 AM to 5:30 PM Eastern Time Experience supporting printers, copiers, scanners, or multifunction devices Experience setting up scan-to-email, SMTP settings, address books, and network scanning Basic networking knowledge, including IP addresses, DNS, gateways, ports, and connectivity testing Familiarity with Windows workstations and basic Microsoft 365 / Google Workspace troubleshooting Ability to work independently and communicate clearly with customers Strong documentation habits Preferred experience: ConnectWise Manage / ConnectWise PSA experience ConnectWise Automate, ConnectWise RMM, ScreenConnect / ConnectWise Control, or similar tools Experience with MSP help desk environments Experience with RMM tools, remote access tools, and ticketing systems Experience with Microsoft 365 administration Experience with Google Workspace administration Experience troubleshooting email delivery, SMTP, authentication, MFA, and app passwords Experience with copier/printer brands such as Toshiba, Canon, HP, Xerox, Kyocera, Ricoh, Sharp, Konica Minolta, Brother, Lexmark, or Epson Experience supporting small business customers This role will start with remote print support, DCA installations, scan-to-email setup, and general customer troubleshooting. Over time, the role may expand into MSP technical support, Level 1/Level 2 help desk work, endpoint support, Microsoft 365 support, and remote monitoring support. We are looking for someone who is reliable, detail-oriented, calm under pressure, and able to explain technical issues to non-technical customers in a professional way. To apply, please include: Your experience with printer/copier/scanner support Your experience setting up scan-to-email Your experience with ConnectWise, RMM tools, PSA tools, or MSP help desk work Your availability in Eastern Time Your internet speed and remote work setup A short explanation of how you would troubleshoot a scan-to-email issue that suddenly stopped working We are looking for a long-term team member, not a short one-time project.