Print Service Support Technician

VITA Print Service Support Technician

Work Type: Hybrid – On-Site Training, Remote Opportunity
Location: Richmond, Virginia
Start Date: Not specified
End Date: Not specified
Industry Category: Information Technology / IT Support / Government
Employment Type: 1099 Contract
Hourly Pay Rate: $18 – $38 per hour

Requisition ID: 813974

Overview

The Virginia Information Technologies Agency (VITA) is seeking an experienced, customer-focused Print Service Support Technician to support its IT service delivery operations. This mid-level contract opportunity is ideal for a technical support professional with strong troubleshooting skills, help desk experience, and a commitment to delivering exceptional end-user support.

Application

Qualified candidates are encouraged to apply. Applicants must be available for an initial phone or web interview followed by a mandatory in-person interview if selected to advance.

Candidates must confirm their availability for on-site training in Richmond, Virginia, and their ability to physically reside within the United States throughout the assignment.

Job Description

We are seeking a skilled and detail-oriented Print Service Support Technician to join the IT team supporting the Virginia Information Technologies Agency (VITA).

In this role, you will provide technical assistance to end users, troubleshoot IT and print service issues, manage support requests, and help ensure reliable, efficient IT service delivery. You will work within a customer-focused support environment where strong communication, analytical thinking, and effective issue resolution are essential.

The ideal candidate brings at least five years of help desk or technical support experience, proficiency with Microsoft 365, and hands-on experience using IT service management ticketing systems. Previous experience supporting printers and enterprise print service environments is highly desirable.

The assignment initially requires four days per week on-site for training, with the opportunity to transition to a fully remote schedule following successful completion of training.

Responsibilities

Technical Support & Troubleshooting

• Provide responsive technical assistance and troubleshooting support to end users.
• Diagnose, investigate, and resolve IT service issues, including those related to print services.
• Support the VITA Print Service offering and assist with print-related technical requests.
• Apply knowledge of IT systems and Microsoft 365 to identify and resolve technical issues.
• Analyze recurring support problems and contribute to effective, sustainable resolutions.
• Escalate complex technical issues when necessary to ensure timely resolution.

Help Desk & Ticket Management

• Receive, track, prioritize, and manage technical support requests through established ticketing systems.
• Utilize ServiceNow, Jira, or equivalent platforms to document incidents, support activities, and resolutions.
• Maintain accurate and detailed records of troubleshooting steps and issue outcomes.
• Monitor assigned tickets and provide timely updates to end users.
• Manage multiple support requests while maintaining service quality and responsiveness.

Customer Service & Communication

• Deliver professional, courteous, and customer-focused technical support.
• Communicate technical information clearly to users with varying levels of technical knowledge.
• Maintain strong working relationships with end users and internal IT stakeholders.
• Demonstrate attention to detail when investigating issues, documenting requests, and communicating resolutions.

Collaboration & Operational Support

• Collaborate with IT team members to troubleshoot issues and support effective service delivery.
• Follow established IT support procedures and service management practices.
• Prioritize competing requests and manage workloads effectively in a fast-paced environment.
• Contribute to continuous improvement in support processes and overall end-user satisfaction.
• Participate in required on-site training and demonstrate readiness for independent remote support.

Minimum Qualifications

• 5+ years of experience working with Microsoft 365.

• 5+ years of experience in a help desk, service desk, or technical support role.

• 5+ years of experience using ticketing systems such as ServiceNow, Jira, or equivalent platforms to track and document support requests.

• 5+ years of experience applying analytical and troubleshooting skills to technical support issues.

• 5+ years of experience demonstrating strong communication, interpersonal skills, and attention to detail.

• 5+ years of experience prioritizing tasks and managing time effectively in fast-paced environments.

• 5+ years of experience delivering high-quality end-user support and customer service.

• 5+ years of experience or demonstrated knowledge of IT systems.

• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

• Must physically reside within the United States for the entire assignment in accordance with Commonwealth of Virginia security policies.

• Must be able to attend on-site training in Richmond, Virginia, four days per week during the initial training period.

• Must be willing to participate in an initial phone or web interview and a mandatory follow-up in-person interview if selected to advance.

• Must agree to the initial on-site training arrangement and understand that full-time remote work is contingent upon successful completion of training.

• Must be willing to undergo a separate VITA fingerprint-based background check following acceptance of an offer.

Preferred Qualifications

• 2+ years of experience supporting print services or enterprise printing environments.

• Previous hands-on experience troubleshooting printers and print-related technical issues.

• Familiarity with print service operations and support processes.

• Previous experience handling help desk tickets involving printer or print service issues.

• Candidates residing in or near Richmond, Virginia, are preferred due to the initial on-site training requirements.

Compensation

• Pay Rate: $18 – $38 per hour

• Employment Classification: 1099 Contract

• Compensation is based on relevant experience, technical qualifications, and alignment with the position requirements.

Schedule

• Assignment Duration: Contract; specific start and end dates have not been provided.

• Initial Training Schedule: Four days per week on-site in Richmond, Virginia.

• Post-Training Schedule: Opportunity to work remotely five days per week after successfully completing the required training.

• Work Arrangement: Hybrid during training, with potential transition to fully remote.

• The transition to remote work is contingent upon successful completion of training and is not guaranteed before that milestone.

Work Location

Primary Work Location: Richmond, Virginia

• Candidates must be available to work on-site four days per week during the initial training period.

• Following successful completion of training, the position offers the opportunity to transition to remote work five days per week.

• Local Richmond-area candidates are preferred due to the initial on-site requirements and mandatory in-person interview.

• Candidates must physically reside within the United States throughout the assignment.

• Offshore work arrangements are not permitted under Commonwealth of Virginia security policies.

Important Job Details

• Requisition ID: 813974

• Client/Agency: Virginia Information Technologies Agency (VITA)

• Position: Print Service Support Technician

• Number of Openings: Not specified

• Employment Type: 1099 Contract

• Hourly Pay Rate: $18 – $38 per hour

• Start Date: Not specified

• End Date: Not specified

• Assignment Duration: Not specified

• Submission Deadline: Not specified

• Maximum Submittals by Vendor: Not specified

• Interview Process: Initial phone or web interview followed by a mandatory in-person interview for candidates advancing in the selection process.

• Work Arrangement: Initially four days per week on-site for training, with the opportunity to transition to five days per week remote after successful training completion.

• Work Location: Richmond, Virginia, during the on-site training period.

• Location Preference: Local Richmond-area candidates preferred.

• Work Authorization: Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

• U.S. Residency Requirement: Must physically reside within the United States for the duration of the assignment. Offshore IT contractors are prohibited.

• Background Screening: VITA conducts a separate fingerprint-based background check following offer acceptance. Candidates must understand that background screening results may affect final eligibility.

• Candidate Acknowledgment: Applicants must confirm their willingness to attend the required on-site training and participate in both interview stages.

• Candidate Information Required: Email address and permanent city and state of residence.

• Technical Experience: Minimum five years of help desk or technical support experience, Microsoft 365 proficiency, IT systems knowledge, troubleshooting, and ticket management experience.

• Preferred Experience: Two years of print services environment knowledge.

• Special Schedule Expectations: Four on-site training days per week initially; potential full-time remote schedule following successful completion of training.