Technical Support Consultant; TSC

ACDI - Access Control Devices, Inc. | Full time

Benton, United States | Posted on 04/30/2026

ACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management, capture, electric vehicle charging, and cost-recovery solutions to streamline office technology and the document lifecycle in a distributor‑reseller environment. We have channel distribution and development partnerships with many of the largest copier and printer manufacturers worldwide, including Samsung, Xerox, Sharp, Canon, Ricoh, Konica‑Minolta, Toshiba, Lexmark, and others.

From hardware payment solutions, proximity card readers, and EV charging stations to digital workflow automation, fleet management, and analytics software, ACDI’s extensive portfolio pairs seamlessly with its industry‑leading project coordination, installation, marketing, and sales expertise.

As we continually seek to develop progressive new solutions for our partners, we look to hire only the best and brightest. Hard work, commitment, and relationships have propelled ACDI to the status of the most respected partner in the dealer channel. If you covet an opportunity to be a part of a company with no limits, then we may be looking for someone like you!

Here at ACDI, our Technical Support Consultants I help deliver support services to our clients that optimize business value from our core products at ACDI.

The Technical Support Consultant I will be involved in post‑sales support engagements to provide ongoing technical and customer support for our hardware/software products and therefore requires excellent communication and technical skills. This role is multi‑faceted and the individual will be required to handle inbound technical problems, customer service issues, remote web‑based support, internet chat support sessions, and end‑user training.

When the Technical Support Consultant I is not being utilized for support engagements, they will be involved in developing reports for current known issues, building their technical skills around our products and solution, or training other consultants in best practices and helping to create documentation or templates around current support offerings. Successful team members will support ACDI’s mission, vision, and core values.

• Passion for customer service and ensuring every interaction is a positive one.
• Provide post‑sales technical support (Phone, Email, Chat, etc.) to end‑users and dealers.
• Diagnose and resolve first‑line support issues accurately and quickly.
• Handle automatic support ticket queues and respond professionally.
• Escalate issues to second‑line support when necessary.
• Answer questions about solutions, services, and training.
• Create or update training materials for end users and dealer technicians.
• Communicate status reports to end users, dealer reps, and ACDI employees.
• Train key personnel and managers on software, hardware, and workflow.
• Collaborate across departments to improve and share documentation.
• Maintain ticket quality and time utilization as per organizational requirements.
• Support a variety of application platforms and systems.
• Document and utilize solutions in knowledge base, white papers, training sessions, and other educational tools.
• Stay professional and technical knowledge by attending workshops and reviewing publications.
• Perform after‑hours and holiday work as required.
• Contribute positively to the team at all times.
• Understand and adhere to all ACDI policies, procedures, and processes.
• Maintain a positive organizational culture while upholding ACDI’s mission, vision, and core values.

• High School diploma (preferred Associate’s Degree) and 1+ years of technical support experience or equivalent education/experience.
• Technical certifications: A+, Network+, Security+, or equivalent. Obtaining Paper Cut Technical certificates required within 90 days.
• Experience with Server, Network, and Database administration is a plus.

Must have a basic understanding of:

• Desktop OS:
  Windows, macOS, or Linux.
• Server OS:
  Windows or Linux.
• Mobile OS:
  Chrome OS, Android, iOS.
• Microsoft Office.
• Networking: DNS, DHCP,…