Technical Support Specialist

The Technical Specialist supports reliability, efficiency, and continuous improvement of Mail Services technology, equipment, and operational workflows. This role serves as a hands-on technical resource for mail processing systems, document-routing and indexing processes, reporting, troubleshooting, testing, vendor coordination, and user support. Technical Support Specialist partners with the Mail Services Operations Manager, internal technology teams, business stakeholders, and vendors to resolve issues, document solutions, strengthen controls, and implement scalable improvements while protecting confidential information, including protected health information (PHI).

* This position is an in office role in our Sioux Falls office

• Serve as the primary technical resource within Mail Services for operational systems, mail-processing equipment, document-routing tools, indexing workflows, reporting solutions, and related integrations.
• Monitor system and equipment performance; investigate incidents, document findings, identify root causes, and coordinate timely resolution with Information Technology teams, vendors, and operational stakeholders.
• Provide day-to-day technical support to Mail Services staff, including issue triage, user guidance, access coordination, troubleshooting equipment, and escalation of complex or high-risk concerns.
• Configure, test, validate, and support changes to Mail Services workflows, equipment, applications, and reporting tools in accordance with approved change-management and information-security requirements.
• Develop and maintain technical documentation, standard operating procedures, SLA’s, troubleshooting guides, system inventories, workflow maps, configuration records, and knowledge-base content.
• Build, maintain, and improve operational reports and dashboards that support workload visibility, service-level performance, quality monitoring, capacity planning, for leadership decision-making.
• Analyze recurring incidents, workflow exceptions, equipment failures, and data-quality issues; recommend corrective actions and process improvements that reduce manual work, errors, and service interruptions.
• Support implementation and lifecycle management of mailroom technology and equipment, including requirements gathering, vendor evaluation support, installation coordination, user acceptance testing, deployment, maintenance, and replacement planning.
• Partners with business and technical teams document functional requirements, translate operational needs into technical solutions, and confirm delivered solutions meet quality, security, compliance, and usability expectations.
• Perform quality-control reviews of technical processes (including AI workflows) and system outputs, including routing, indexing, file transmission, reporting, and exception handling; document results and coordinate remediation when needed.
• Support business continuity and disaster-recovery readiness by maintaining system dependencies, contingency procedures, backup workflows, and recovery documentation, and by participating in periodic testing.
• Protect confidential information, PHI, and medical records by following approved access, handling, retention, transmission, and incident-reporting requirements.
• Coordinate with vendors on service requests, preventive maintenance, repairs, software or firmware updates, equipment performance, technical documentation, and issue escalations.
• Provide technical training, job aids, SOP’s, and knowledge transfer to Mail Services team members; promote consistent use of systems, equipment, and documented processes.
• Maintain awareness of emerging mail, document-management, automation, and artificial-intelligence capabilities; recommend practical…