Hybrid Help Desk Support Specialist

at AlphaGraphics

• Job title: Help Desk Support Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $25 - $27 per hour
• Degree requirement: High School Diploma
• Tech skills: ITSM
• Location requirements: Hybrid, Lakewood, United States

About the role

• Help Desk Support Specialist providing technical assistance for users experiencing software and hardware issues. Collaborating with teams to resolve problems and perform user acceptance testing.

Responsibilities

• Answer, evaluate, and prioritize incoming telephone, Portal, chat, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Establish yourself as a subject matter expert in our print and order management software and provide an escalated level of support to our centers
• Determine root cause of issues. Escalate to development teams and vendors as needed.
• Perform incident recognition, research, isolation, resolution and follow-up for routine user problems
• Log and maintain all documentation in tickets for calls, voice mails, chats, emails, and walk ups using IT Service Management system
• Make recommendations to reduce call volume and improve related processes and procedures
• Document incidents and consult with outsourced programmers to explain software errors to recommend changes to programs
• As our subject matter expert, collaborate with vendors on enhancements and identify opportunities for improvements to their software that further advance our use of the platform
• Tests software and hardware to perform user acceptance testing and if results meet user requirements
• Writes or revises user Knowledge Base articles as needed
• Provide Tier 2 support as appropriate
• Installs desktop/laptop computers for corporate staff and sets up software, and peripheral equipment
• Other related duties may be assigned

Requirements

• Print Shop, retail shipping or business center experience preferred
• Help desk experience and proficiency
• Positive can-do attitude; flexibility, adaptability, and business acumen
• Strong attention to detail and ability to work under tight deadlines
• Strong numeracy and problem-solving skills
• Technical ability to troubleshoot software and hardware. Network equipment experience a plus
• Self-motivate desire to complete projects by deadline
• Able to work in a fast-paced environment while delivering result and meeting deadlines

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Flexible schedule
• Free food & snacks
• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Training & development
• Vision insurance
• Wellness resources