First-Level Help Desk and Technical Support Specialist

2 weeks ago

Springfield, Massachusetts, United States Valet Park of America Full time

PAYCE Technology is develops hardware and software solutions for the parking industry. Our clients include hospitals, restaurants, hotels, casinos, banquet facilities, ski resorts, and many other private venues. We are a family-run business, are experiencing fast-paced growth, and take pride in providing superior customer service and the quality of our employees. To keep pace with our expanding offerings, we are adding to our programming/systems development staff. This is a great opportunity for someone with 1-2 years of professional experience and is looking for a position that offers growth potential, creativity, and the opportunity to make a significant impact on our products.

Role Overview

We are seeking a new team member to serve as our First-Level Help Desk and Technical Support Specialist. This role acts as the primary point of contact for initial technical support and plays a hands-on role in kiosk preparation, client interaction, software installation, and early-stage testing. Position will involve office work and travel to operational sites.

Key Responsibilities

  • First-Level Help Desk Support
  • Serve as the initial point of contact for client and internal support requests
  • Perform first-level troubleshooting, issue triage, and resolution
  • Escalate issues appropriately with clear documentation and diagnostics
  • Kiosk & Hardware Operations
  • Build, configure, and prepare kiosks and related hardware
  • Order, track, and manage hardware parts and replacements
  • Assist with staging and deployment activities
  • Software Installation & Maintenance
  • Install, upgrade, and configure operating systems and applications
  • Support software rollout and version upgrades
  • Participate in "alpha" testing of new releases prior to production deployment
  • Client & Site Interaction
  • Communicate directly with clients regarding issues, status, and resolution
  • Assist with troubleshooting client/location network connectivity
  • Provide on-site or remote support as needed
  • Training & Documentation
  • Assist with client and internal training sessions
  • Create and maintain basic technical and support documentation

Required Qualifications

  • 1+ years of experience in technical support, help desk, or IT support (or equivalent hands-on experience)
  • Working knowledge of Windows operating systems
  • Basic understanding of networking fundamentals (IP addressing, connectivity troubleshooting)
  • Ability to assemble, configure, and troubleshoot basic hardware
  • Strong communication skills and customer-service orientation
  • Ability to follow structured procedures and document work clearly
  • Comfortable working independently and as part of a team

Preferred Qualifications

  • Experience supporting kiosks, embedded systems, or specialized hardware
  • Familiarity with client or site-based networks (switches, VLANs, basic firewall concepts)
  • Experience installing and upgrading software in production environments
  • Experience with ticketing and issue-tracking systems (e.g., Jira, Zendesk, ServiceNow)
  • Exposure to QA, release validation, or pre-production ("alpha") testing
  • Basic scripting or automation experience (PowerShell, Bash)
  • Experience assisting with training or creating technical documentation

Salary Range: $48,000 – $65,000 annually (DOE)

  • Lower band ($48k–$54k): Entry-level candidates with limited professional experience but strong aptitude
  • Mid band ($55k–$60k): 1–3 years of relevant experience, able to operate independently at Tier 1
  • Upper band ($61k–$65k): Strong Tier 1 ownership with some Tier 2 overlap (networks, deployments, testing)

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