Imaging Tier 1 Support Agent

Velocity, A Managed Solutions Company

. Provide front-line support to Imaging technicians throughout the service process .

Posted 10/24/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication and documentation skills while providing front-line support to imaging technicians. Proficient in managing technician interactions and utilizing ticketing systems effectively.

Highest-signal resume keywords

Call Center ExperienceMicrosoft Office SuiteReal-Time DocumentationTicketing SystemsSupport For Imaging Equipment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Real-Time DocumentationTroubleshootingValidation ManagementApproval ManagementPart Code Management

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationFlexibility

Tools & Technologies

Microsoft TeamsMicrosoft OutlookMicrosoft SharePoint

Industry Keywords

Imaging TechniciansField SupportService ProcessTech Board Monitoring

About the role

Key responsibilities & impact

Provide front-line support to Imaging technicians throughout the service process
Support technicians from check-in through close-out
Answer technician calls and complete required check-ins
Troubleshoot within Tier 1 scope and communicate clear next steps
Document technician interactions, parts, approvals, and pictures in real time
Follow proper procedures and processes
Manage validation, approvals, Part Codes, and Close Out
Monitor the Tech Board for Yellow and Red jobs
Provide clear handoffs to internal teams
Perform other assigned duties
Report to the Imaging Supervisor; no direct reports

Requirements

What you’ll need

High school diploma or equivalent
Call center experience
Working knowledge of the Microsoft Office suite, including Teams, Outlook, and SharePoint
Candidates must be legally authorized to work in the United States without current or future employer sponsorship
Must provide a Windows-based computer/desktop, dual monitors, and a reliable, stable internet connection
Must be able to work M-F with rotating Saturdays from 8:00 AM - 2:30 PM Eastern Time
Must be able to work M-F with rotating Saturdays from 2:00 PM - 10:30 PM Eastern Time
Flexibility to work within core hours of 8:00 AM - 10:30 PM Eastern Standard Time
Excellent verbal and written communication skills
Ability to document accurately in real time
Ability to work across ticketing, phone, and Microsoft Office systems
Preferred: Experience supporting field technicians or imaging/printer equipment
Preferred: Experience with ticketing or work order systems

Benefits

Comp & perks

Medical, Dental, Vision
PTO & Paid Holidays
401K – with Employer Match
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available
Remote training
Collaborative work environment