What are the responsibilities and job description for the Tech Support Specialist position at KEH, Inc.?
We exist to put camera gear in the hands of ordinary people to unlock extraordinary potential.
The original camera re-commerce company, KEH has always envisioned a better way to support the passion and profession of photography. Serving the camera community since 1979, KEH has become the largest curated market for field-tested, expert-graded photo and video equipment in the industry.
At KEH Camera, we’re passionate about making photography accessible and sustainable by buying and selling pre-owned camera gear. We are the go-to resource for photographers, offering high-quality equipment at great prices while extending the life of gear for a global community of creatives.
Why Work at KEH Camera?
- Be Part of a Photography Revolution: Join a company that’s not just in the business of gear fueling creativity, empowering photographers, and shaping the future of photography. Your passion for the craft will find a home here!
- Collaborate with Visionaries: Work alongside a team of passionate, dedicated individuals who live and breathe photography. At KEH, innovation and growth aren’t just goals, they’re part of our DNA. Your ideas and contributions will be valued from day one.
- Make a Real Impact: At KEH, you’re more than just an employee; you’re a key player in an exciting, ever-evolving industry. Your work here directly influences the photography community and helps shape the future of the gear marketplace.
- A Culture of Creativity and Learning: We support your personal and professional growth with continuous learning, training, and career advancement opportunities. Whether you’re a photography enthusiast or a tech expert, we’ll help you grow your skills and expertise.
Work Hard, Play Hard:
Enjoy a fun, fast-paced environment where your work is celebrated and where you can share your love for photography with like-minded individuals. Together, we make the KEH experience unforgettable—for both our team and our customers.
We are seeking an experienced Tech Support Specialist to join our dynamic IT team. The ideal candidate will have at least 3-5 years of hands-on experience providing IT support, including troubleshooting hardware and software issues and creating new laptop setups with both Mac and Windows. This is an on-site position, and candidates must be available during standard operating hours, Monday - Friday. The Tech Support Specialist will play a key role in ensuring smooth day-to-day operations of our employees by providing technical support, resolving hardware/software issues, and ensuring equipment is correctly configured and functioning. This is solely a Helpdesk Support role.
What You Will Do:
- Provide first-line support to employees for hardware and software issues, including troubleshooting and resolving technical issues related to desktop systems, laptops, and printers.
- Set up and configure new desk laptops and workstations, ensuring all necessary software is installed, and systems are fully operational before handing over to employees.
- Install, configure, and troubleshoot printers (network and local), ensuring all devices are integrated properly with the company’s network.
- Respond promptly to help desk tickets, emails, or phone calls, providing clear and efficient resolutions to technical problems.
- Provide ongoing technical support for software, hardware, and network-related issues, escalating unresolved issues to senior technical staff as needed.
- Assist with the onboarding of new employees by setting up laptops and software accounts and configuring hardware such as monitors, keyboards, and docking stations.
- Train users on basic troubleshooting techniques and efficient use of office equipment, such as printers and communication tools.
- Document technical procedures and frequently asked questions for internal knowledge bases and employee reference.
- Maintain and track inventory of equipment, ensuring devices are logged, serviced, and disposed of in compliance with company policies.
- Ensure timely resolution of tickets with a strong focus on customer service, tracking issues, and follow-up.
- Collaborate with the IT team to manage network configurations, software deployments, and system updates for all users.
- Stay updated with the latest industry trends and best practices for desktop support, printer configuration, and tech troubleshooting.
Skills Needed to be Successful:
- Minimum 5 years of experience in IT Help Desk or Technical Support.
- In-depth knowledge of Windows OS, Mac OS, and standard office productivity software (MS Office, Outlook, etc.).
- Proficient in setting up and troubleshooting printers (both local and networked).
- Experience with laptop setup, including OS installation, software configuration, and peripheral connectivity (mouse, keyboard, monitors, docking stations).
- Strong understanding of basic networking concepts and troubleshooting (Wi-Fi, VPN, IP settings, etc.).
- Ability to troubleshoot hardware and software issues efficiently and effectively in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to explain complex technical issues to non-technical users.
- A customer service-oriented mindset with a passion for helping others.
- Ability to manage multiple tasks and priorities while maintaining a high level of organization.
- A degree in Computer Science, Information Technology, or a related field is a plus but not required.
- Relevant certifications such as CompTIA A , Microsoft Certified IT Professional (MCITP), or equivalent are highly desirable.
Language Skills:
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Physical Demands:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk or hear. The employee is occasionally required to stand; walk; sit; use hands to finger; handle, or feel objects, tools, or controls, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate.
Why Join Us?
- Be part of a supportive and collaborative team.
- A workplace where your contributions make a real difference.
- Work with a leading name in sustainable photography gear.
- Make an impact by helping photographers find and sell equipment they love.
- Opportunity for growth within KEH’s expanding operations.
Benefits:
- Comprehensive medical, dental, and vision plans
- HAS and FSA Accounts
- Short and Long term disability
- Company provided life insurance
- 401(k) and company match
- Paid vacation, sick days and holiday
- Options for Pet Insurance and Legal Services
- Discounts of camera gear
Equal Opportunity Employer:
KEH Camera is an Equal Opportunity Employer that does not discriminate on the basis of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law based on race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
The statements contained in this position description are not necessarily all-inclusive; additional duties and responsibilities may be assigned, and requirements may vary from time to time.
Professional business references and a background screening will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability, you may contact kaustin@keh.com.
Note: The statements contained in this position description are not necessarily all-inclusive; additional duties and responsibilities may be assigned, and requirements may vary from time to time.
