Technical Service Representative
TouchSource LLC, Lafayette, CO, United States
Technical Service Representative
TouchSource is seeking a dynamic and detail‑oriented Program Manager to lead the successful execution of our retail digital signage installations. This role is ideal for a proactive, tech‑savvy professional who thrives in a fast‑paced environment and is passionate about delivering exceptional customer experiences.
Essential Functions
Provide technical support to customers via a ticketing system, email, and phone
Act as a direct point of contact for customers, delivering professional, courteous, and clear communication at all times
Troubleshoot and resolve issues across Windows and Linux operating systems
Diagnose and resolve network connectivity issues including WiFi, Ethernet, DNS, and DHCP
Support hardware devices, peripherals, and embedded systems through remote triage and guided troubleshooting
Perform remote diagnostics and remediation using remote access and remote monitoring tools
Provide remote‑only troubleshooting and guidance; coordinate with customer onsite contacts or third‑party technicians when hands‑on assistance is required
Analyze logs, system metrics, and error conditions to determine root cause
Assist in troubleshooting web‑based applications and services (CMS/admin portals), including basic web server, browser, and rendering issues
Troubleshoot digital signage playback issues (content scheduling, player health, codecs, resolution/orientation, and display connectivity)
Escalate complex or systemic issues and collaborate with Engineering, Networking, and Operations teams
Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions
Contribute to internal documentation, knowledge base articles, and standard operating procedures
Identify recurring issues and recommend automation, tooling, or process improvements
Participate in scheduled support coverage and on‑call rotations as required
Essential Qualifications
5+ years of experience in a technical support, systems support, or help desk role
Strong working knowledge of Linux & Windows desktop operating systems
Solid understanding of networking fundamentals including TCP/IP, WiFi, DNS, and DHCP
Basic understanding of HTML and CSS, including how web pages are structured and rendered
Basic familiarity with web servers such as IIS and/or NGINX
Experience using remote access and support tools such as BeyondTrust/Bomgar
Experience with Remote Monitoring & Management (RMM) platforms
Experience working with Salesforce or similar CRM / case management systems
Proven ability to communicate clearly and professionally with customers via email and phone
Strong analytical, troubleshooting, and documentation skills
Familiarity with AI tools for troubleshooting, analysis, summarization, or automation
Customer‑first mindset with strong interpersonal and communication skills
Preferred Qualifications
Experience supporting large fleets of distributed or remote devices
Familiarity with digital signage ecosystems (players/media devices, content management systems, scheduling, and display hardware)
Experience with cloud platforms such as AWS or Azure
Basic scripting or automation experience using PowerShell, Bash, or Python
Experience creating or consuming reports and dashboards related to system health or support metrics
Success In This Role
Customers receive timely, clear, and professional support. • Technical issues are resolved efficiently with well‑documented root cause analysis. • Strong ownership of issues from first contact through resolution. • Clear communication with customers and internal teams. • Proactive identification of trends, improvements, and opportunities for automation.
What We Offer
Competitive salary and bonuses based on achievable goals.
Healthcare benefits including Health, Dental, Vision, Life Insurance, HSA/FSA, & Employee Assistance Program.
401k with employer matching.
Paid Time Off.
Paid holidays.
Growth opportunities that accompany a high growth organization.
Training in top shelf business, software and B2B practices from Fortune 500 executives.
Fun and supportive work environment.
Top‑rated company culture.
Job Type:
Full‑time
Pay:
$58,000.00 – $80,000.00 per year
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Referral program
Retirement plan
Vision insurance
Schedule
8 hour shift
Monday to Friday
Travel
There is minimal travel required for this position.
Work Location
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature‑controlled office environment, with frequent exposure to electronic and office equipment. This is a hybrid role located in Lafayette CO. To ensure good communication, the employee must be in‑person in the office a minimum of 2 days per week plus attendance at additional in‑person meetings as required.
How to Apply
Email info@touchsource.com
#J-18808-Ljbffr
Essential Functions
Provide technical support to customers via a ticketing system, email, and phone
Act as a direct point of contact for customers, delivering professional, courteous, and clear communication at all times
Troubleshoot and resolve issues across Windows and Linux operating systems
Diagnose and resolve network connectivity issues including WiFi, Ethernet, DNS, and DHCP
Support hardware devices, peripherals, and embedded systems through remote triage and guided troubleshooting
Perform remote diagnostics and remediation using remote access and remote monitoring tools
Provide remote‑only troubleshooting and guidance; coordinate with customer onsite contacts or third‑party technicians when hands‑on assistance is required
Analyze logs, system metrics, and error conditions to determine root cause
Assist in troubleshooting web‑based applications and services (CMS/admin portals), including basic web server, browser, and rendering issues
Troubleshoot digital signage playback issues (content scheduling, player health, codecs, resolution/orientation, and display connectivity)
Escalate complex or systemic issues and collaborate with Engineering, Networking, and Operations teams
Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions
Contribute to internal documentation, knowledge base articles, and standard operating procedures
Identify recurring issues and recommend automation, tooling, or process improvements
Participate in scheduled support coverage and on‑call rotations as required
Essential Qualifications
5+ years of experience in a technical support, systems support, or help desk role
Strong working knowledge of Linux & Windows desktop operating systems
Solid understanding of networking fundamentals including TCP/IP, WiFi, DNS, and DHCP
Basic understanding of HTML and CSS, including how web pages are structured and rendered
Basic familiarity with web servers such as IIS and/or NGINX
Experience using remote access and support tools such as BeyondTrust/Bomgar
Experience with Remote Monitoring & Management (RMM) platforms
Experience working with Salesforce or similar CRM / case management systems
Proven ability to communicate clearly and professionally with customers via email and phone
Strong analytical, troubleshooting, and documentation skills
Familiarity with AI tools for troubleshooting, analysis, summarization, or automation
Customer‑first mindset with strong interpersonal and communication skills
Preferred Qualifications
Experience supporting large fleets of distributed or remote devices
Familiarity with digital signage ecosystems (players/media devices, content management systems, scheduling, and display hardware)
Experience with cloud platforms such as AWS or Azure
Basic scripting or automation experience using PowerShell, Bash, or Python
Experience creating or consuming reports and dashboards related to system health or support metrics
Success In This Role
Customers receive timely, clear, and professional support. • Technical issues are resolved efficiently with well‑documented root cause analysis. • Strong ownership of issues from first contact through resolution. • Clear communication with customers and internal teams. • Proactive identification of trends, improvements, and opportunities for automation.
What We Offer
Competitive salary and bonuses based on achievable goals.
Healthcare benefits including Health, Dental, Vision, Life Insurance, HSA/FSA, & Employee Assistance Program.
401k with employer matching.
Paid Time Off.
Paid holidays.
Growth opportunities that accompany a high growth organization.
Training in top shelf business, software and B2B practices from Fortune 500 executives.
Fun and supportive work environment.
Top‑rated company culture.
Job Type:
Full‑time
Pay:
$58,000.00 – $80,000.00 per year
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Referral program
Retirement plan
Vision insurance
Schedule
8 hour shift
Monday to Friday
Travel
There is minimal travel required for this position.
Work Location
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature‑controlled office environment, with frequent exposure to electronic and office equipment. This is a hybrid role located in Lafayette CO. To ensure good communication, the employee must be in‑person in the office a minimum of 2 days per week plus attendance at additional in‑person meetings as required.
How to Apply
Email info@touchsource.com
#J-18808-Ljbffr