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Technical Support Analyst
2 months ago
Position Summary: We are seeking a dedicated Help Desk Support Specialist to provide exceptional technical assistance to our franchisees and remote team members. This role is essential in ensuring smooth operations within our organization.
Key Responsibilities:
- Respond to and prioritize incoming requests for technical support via phone, email, and chat.
- Conduct thorough interviews with users to gather information and guide them through troubleshooting processes.
- Serve as a subject matter expert in our print and order management systems, offering advanced support to our centers.
- Identify and resolve hardware issues related to networking, desktops, laptops, and printers.
- Document all interactions and maintain accurate records in our IT Service Management system.
- Propose enhancements to reduce support requests and improve operational efficiency.
- Collaborate with external developers to address software errors and recommend necessary changes.
- Conduct user acceptance testing for software and hardware to ensure compliance with user requirements.
- Update and create Knowledge Base articles to assist users effectively.
- Provide Tier 2 support when necessary.
- Assist in the installation and setup of desktop and laptop computers for staff.
- Perform additional related duties as assigned.
Qualifications:
- Bachelor's degree from an accredited institution.
- Positive attitude with a flexible and adaptable approach to challenges.
- Strong attention to detail and ability to meet tight deadlines.
- Excellent problem-solving and analytical skills.
- Technical proficiency in troubleshooting software and hardware issues; experience with networking equipment is a plus.
- Previous experience in a help desk or technical support role is preferred.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
What We Offer:
- A collaborative and enjoyable work environment that values teamwork and creativity.
- Commitment to your professional development and growth.
- Competitive compensation package including comprehensive health benefits, retirement plans, and performance bonuses.
- Flexible work arrangements to support work-life balance.
AlphaGraphics and PostNet Headquarters is an equal opportunity employer, committed to fostering a diverse workplace.