Technical Support Specialist I (CS) at DLRdmv – Dallas, Texas

About DLRdmv

DLRdmv® provides streamlined software solutions for out-of-state title and registration processing. Our industry-leading solution DLR50™ features DMS integration, instant access to accurate fee quotes and forms, and full-service title processing. DLR50™ minimizes risks and keeps your loan processing on track. Trusted by dealerships nationwide, we now partner with financial institutions to simplify and accelerate the vehicle title and registration process - reducing errors, improving compliance, and enhancing the customer experience.

DLRdmv offers a competitive salary and a comprehensive benefits package including life, medical, dental, vision, and more.

DLRdmv is an EEO Employer. We sincerely appreciate your interest and will carefully evaluate your qualifications for employment. Be assured your opportunity for employment with our company will be based only on your merit without regard to race, color, religion, sex, age, national origin, mental or physical disability, or any other factor unrelated to job requirements.

Position Overview

The Technical Support Specialist 1 (CS) is responsible for providing frontline technical support to end users with a strong focus on printer and scanner troubleshooting. This role will serve as the primary IT escalation point for the Customer Service team, ensuring fast, effective resolution of issues that impact daily operations. The role will also work closely with the product team to develop guidelines and protocols for these such issues.

In addition to standard Help Desk responsibilities, this position requires deep hands‑on experience diagnosing and resolving printer, scanner, and document workflow issues in a high‑volume user environment. The ideal candidate is customer‑focused, highly organized, and comfortable working as the go‑to support contact for time‑sensitive escalations.

Key Responsibilities

Printer & Scanner Support

• Serve as the primary technical expert for all printer and scanner–related issues, including configuration, connectivity, performance, and maintenance
• Troubleshoot hardware and software issues involving network and locally connected printers and scanners
• Support document workflows, scanning applications, device drivers, and print management solutions
• Coordinate with vendors and managed print providers for repairs, replacements, and advanced troubleshooting
• Proactively identify recurring issues and recommend improvements or standardization

Help Desk & Customer Support

• Act as the primary escalation point for Customer Service team issues routed to IT
• Provide prompt, professional support for hardware, software, and peripheral issues
• Clearly communicate status, expectations, and resolutions to end users
• Log, track, and document all support requests in the ticketing system
• Ensure issues are resolved within established service levels, with a focus on minimizing user downtime

General IT Support

• Support desktops, laptops, scanners, printers, mobile devices, and related peripherals
• Assist with user onboarding/offboarding, equipment setup, and access requests
• Apply troubleshooting best practices and maintain accurate technical documentation
• Support IT leadership with projects and initiatives as assigned
• Follow IT security policies, standards, and compliance requirements

Required Qualifications

• Associate’s degree in IT or related field or equivalent hands‑on experience
• 2+ years of Help Desk or IT support experience
• Strong, demonstrated experience troubleshooting printers and scanners (networked and direct‑connect)
• Proficiency supporting Windows 10/11 environments (macOS experience a plus)
• Strong problem‑solving skills and ability to work independently on escalated issues
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast‑paced environment

Ideal Qualifications

• Experience supporting high‑volume Customer Service or call‑center environments
• Experience with print servers, print queues, and document management workflows
• Familiarity with ticketing systems, asset management, and IT documentation
• Experience working with third‑party vendors and service providers