MFP Help Desk Technician

Role: The Help Desk Technician is responsible for providing assistance to internal and external clients for MFP, printer, facsimile, scanner, computer system network configuration, and software application problems. This includes analyzing, troubleshooting and configuring this equipment and/or systems through phone or remote support connection. The Help Desk Technician is also responsible for providing pre- and post-sale technical support to the Sales Department.


  • Respond to client service calls remotely, using product knowledge and customer service skills to maximize client satisfaction
  • Setup MFPs, printers, facsimiles, scanners, and interactive whiteboards
  • Install, configure and troubleshoot (Tier 1 and 2) Sharp, Kyocera, HP and other office equipment vendor software including print drivers, printer utilities, and scanner software and utilities
  • Administer managed print services software (FM Audit) by installing new clients, performing maintenance including data collection and reporting troubleshooting, and providing ongoing user training
  • Perform Tier 1 troubleshooting, configuration, and administration of the following as they pertain to MFPs, printers and interactive whiteboards:
    o    Wireless network configuration
    o    Microsoft server based print queues
    o    Anti-virus and firewall programs
    o    Microsoft Windows 7 and newer operating systems
    o    Microsoft Office 2010 and newer
    o    Microsoft Office 365
    o    Apple OS
  • Assist with internal desktop support and malware identification and removal on Rhyme assets as needed
  • Provide MFP networking technical support, both pre- and post-sale, to sales staff
  • Learn and consult on MFP networking and feature related changes that may benefit the client
  • Train external clients and Rhyme on applicable products or technologies

Other duties as assigned

Desirable traits include excellent listening and verbal communication skills, and ability to troubleshoot using experience and working knowledge of networked output device administration including: drivers, network settings, SMTP email configuration, and fax setting configuration. Must embrace continuing education to reach and maintain high levels of personal and professional success. Proficiency in basic math, written and oral communications, and Microsoft Office are required. Certifications such as, MCP, CompTIA A+, Net+, CCNA are desired.

Knowledge and use of:
o    Internet Protocol (IP) addressing
o    Microsoft Desktop and Network Operating Systems
o    Microsoft Office
o    Common security applications
o    Simple Mail Transfer Protocol (SMTP)
o    Domain Name System (DNS)
o    Server Message Block/ Common Internet File System  (SMB/CIFS)
o    Basic command line troubleshooting tools

Time Allocation
90% Help Desk Calls with External Clients
10% Internal IT Duties

This is an opportunity for the right person to grow with an exciting company on a mission to provide the best Client experience by having the best people.

We are currently interviewing for positions in Portage, but will consider all qualified applicants.

Please send inquiries and resumes to

Apply Now!

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