Tier 2 Floor Support Technician

Overview

Tech Sur Solutions  is a digital services company whose mission is to enable digital transformation for our customers to improve quality and efficiency. Based in the DC metropolitan area, Tech Sur Solutions  specializes in advanced cloud services, modernization for both IT structures and applications, leveraging Agile development, and Data Analytics. Since we were formed in August of 2016, we have supported multiple impactful and exciting government programs.

We are seeking a motivated and technically skilled Tier 2 – Floor Support Technician (Printer Support / Printer Server Administrator) to join our IT support team. This role is primarily responsible for administering and supporting all print services across the client network, including the management of all 350+ networked printers, print server configuration and migration, device support, and VIP end-user assistance.

The ideal candidate will have strong technical knowledge of print environments, Windows Server systems, and excellent customer service skills.

• Configure and maintain all 350+ printers on the client network, including building and managing printer queues, ensuring correct drivers and settings for end users.
• Administer the printer server environment, including migration from Windows Server 2012 to Windows Server 2016, by scripting exports/imports of print queues.
• Maintain and support printer monitoring and reporting tools such as Ricoh Device Manager NX Lite and Lexmark Mark Vision.
• Configure, install, and support desktop computers, laptops, monitors, portable storage devices, and general peripherals.
• Support Video Teleconferencing (VTC) systems, including Zoom and Teams-capable conference rooms — troubleshooting cameras, data hubs, displays, and related hardware in real time.
• Configure IT devices for secure operation, including installation of security software and updates as required by organizational policy.
• Diagnose hardware and software failures, communicate remediation plans clearly to users, and provide regular status updates.
• Provide remote support sessions using Windows Remote Assistance.
• Develop clear end-user documentation and instructions for supported systems.
• Contribute to ongoing updates of Desktop Support SOPs, training manuals, and the Service Now Knowledge Base to improve support efficiency and technical consistency.
• Use Service Now for receiving, tracking, managing, and resolving service tickets and support requests.

• Minimum 3 years of experience in enterprise IT support, printer server administration, or a similar Tier 2 technical role.
• Proven experience with Windows Server environments and print server administration.
• Demonstrated ability to configure and manage large print fleets and maintain print services.
• Experience with printer management tools such as Ricoh Device Manager or Lexmark Mark Vision.
• Strong troubleshooting skills across hardware, peripherals, and software systems.
• Excellent customer service and communication skills with an ability to support VIP users.
• Experience with Service Now or similar IT service management platforms.

• Associate or bachelor’s degree in information technology, Computer Science, or related field (preferred).