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Technical Support Specialist

2 months ago

SaintChaptes, Occitanie, United States Interface Americas, Inc Full time

Company Overview:
Interface Americas, Inc. is a leading global provider of flooring solutions and a pioneer in sustainability. Our extensive portfolio includes innovative products such as carpet tiles, luxury vinyl tiles (LVT), and nora rubber flooring, designed for both commercial and residential environments. We are committed to sustainability and are actively working towards becoming a carbon negative enterprise by 2040.

Position Summary:
The Service Desk Analyst plays a crucial role in assisting internal clients with technical issues related to PCs, Macs, mobile devices, and applications, including peripherals like printers. This position involves responding to user inquiries, diagnosing problems, and providing timely resolutions. The analyst collaborates with IT colleagues to address more complex issues and utilizes both creative and technical problem-solving skills to deliver exceptional customer service.

Key Responsibilities:

  • Deliver Level 1 technical support by managing incoming calls, incident tickets, and service requests from internal users experiencing issues. Document user problems in detail and guide them through potential solutions.
  • Diagnose and restore standard technical services and equipment by identifying faults and symptoms using established protocols.
  • Support senior technical teams in conducting root cause analyses and developing checklists for common issues, as well as recommending preventive measures.
  • Escalate unresolved user incidents to higher-level IT support specialists as necessary.
  • Maintain a knowledge base to improve problem resolution quality and share insights with team members.
  • Provide basic support for software, hardware, and desktop LAN systems, escalating to advanced support when required.
  • Prioritize incoming requests to ensure urgent issues are addressed promptly.
  • Evaluate changes for compliance with established standards and guidelines.
  • Perform additional duties as assigned.

Skills and Qualifications:

  • Technical Proficiency: Strong technical and computer skills are essential for resolving user issues effectively.
  • Problem-Solving Abilities: The analyst must be adept at developing both technical and creative solutions to user challenges.
  • Communication Skills: Effective communication is vital for gathering information about problems, preparing detailed documentation, and guiding users through troubleshooting steps.
  • Time Management: The ability to prioritize tasks efficiently while managing multiple cases is crucial.
  • Team Collaboration: The analyst will work closely with other IT personnel to resolve user issues, necessitating strong collaboration skills.

Educational Requirements:
Associate degree in a technology-related field or equivalent experience.

Experience:
0 - 3 years in a technology-related IT role.