Service Desk Analyst (Print Support)
Description
Built on service. Powered by people.
Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.
What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.
Job Overview
The Service Desk Analyst role supports Impact’s growing client base as a key point of contact for customer requests. This position is responsible for creating and routing service requests, coordinating dispatch needs, communicating clearly with customers, and helping ensure a consistent support experience.
Depending on experience level, this role may also support more complex print-related issues, perform basic-to-intermediate troubleshooting, assist with ticket quality, and serve as a resource for newer team members. Advanced-level responsibilities are valuable for success in the role but are preferred rather than required.
The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients.
Impact's Unified Support Service Desk provides 24/7/365 client support. The available shift option is:
- Monday-Friday: 10AM-7PM
Responsibilities
- Customer Support & Interaction
- Serve as the primary point of contact via phone and email for customer support requests
- Handle a high volume of inbound calls while maintaining professionalism and efficiency
- Gather accurate information and clearly document issues in the ticketing system
- Support more complex print and device-related issues when experience allows
- Perform additional administrative and support duties as needed
- Troubleshooting & Resolution
- Perform basic troubleshooting and, when qualified, support basic-to-intermediate remote troubleshooting for:
- Print queues and connectivity issues
- Driver-related problems
- Common copier/printer errors
- Print queues and connectivity issues
- Driver-related problems
- Common copier/printer errors
- Resolve issues when possible, or gather complete details before escalation to the appropriate support team
- Dispatch & Coordination
- Place service calls, support dispatch coordination, and ensure tickets are properly prioritized
- Communicate scheduling expectations and updates to customers
- Act as a liaison between service desk and field teams
- Quality & Process Improvement
- Maintain ticket quality standards, including documentation, categorization, and notes
- Identify trends in service requests and share opportunities for improvement when applicable
- Assist with training or mentoring entry-level Analysts when experience allows
- Customer Experience
- Provide clear, friendly, and professional communication across customer interactions
- Provide clear updates and manage customer expectations effectively
- De-escalate customer concerns by demonstrating empathy, accountability, and clear communication
Qualifications & Experience
- Basic understanding of common printer and copier functions
- General computer proficiency, including Microsoft Office and Windows
- Familiarity with ticketing or CRM systems preferred
- Preferred: stronger understanding of printers, copiers, print environments, print drivers, connectivity, and common device errors
- Strong communication skills, both phone and written
- Ability to multitask in a fast-paced, high-volume environment
- Strong attention to detail and accuracy
- Customer-first mindset with a focus on service quality
- Preferred: problem-solving ability, sound decision-making, and experience coaching or supporting junior team members
- High school diploma or equivalent
- Experience in customer service, call center, administrative, service desk, dispatch, or print support preferred
What Drives Impact
Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.
Behaviors define what our values look like in action. Leaders are expected to model them; teams are expected to live them:
- Innovation: We embrace change because innovation lives outside the comfort zone.
- Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
- Honesty: We are fiercely transparent and consistently honest.
- Fun: We fuel work with fun, knowing life's too short for boring.
- Low Ego: We champion ideas over titles, because brilliance knows no rank.
- One Team: We win as a team, we lose as a team, we are one team.
Compensation
The typical base salary range for this role is $50,000 to $52,500. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.
Impact may offer applicable incentive compensation plans depending on role and/or department.
Full compensation details can be discussed with an Impact Talent Acquisition team member at the start of the interview process.
Benefits We Take Pride In
- 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
- Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
- Development and growth opportunities with on-going training & continued education reimbursement
- 401(K) & retirement plans with complimentary financial advisory services
- Comprehensive health, disability, life, dental, and vision plans
Work Authorization & Immigration Sponsorship
Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.
Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.
Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.
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