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Technical Support Analyst

2 months ago


Le Crotoy, Hauts-de-France, United States AlphaGraphics and PostNet Headquarters Full time
Job Overview

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.