AlphaGraphics

IT Support

• 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

Help Desk Support Specialist