Technical Support Engineer I

American Furniture Warehouse • Englewood, CO

4d • Onsite

About The Position

The Technical Support Engineer I position involves providing technical assistance and support for incoming concerns and issues related to systems, software, and hardware. This role requires monitoring and responding to requests through the IT helpdesk ticketing system, responding to customer calls, and creating training materials. The engineer will also document internal procedures, collect feedback to identify patterns and issues for resolution or FAQs, maintain daily performance of computer systems, and train incoming staff. A key aspect of the role is to work through the problem-solving process with customers, empowering them to troubleshoot independently in the future. Additionally, the engineer will run diagnostic scans, resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems, and escalate significant issues to the tier-3 support team. Travel to store locations is also a requirement.

Requirements

• AA/AS degree in a computer-related field or equivalent experience
• Advanced personal computer word processing, spreadsheet, database, and Windows OS skills
• Sufficient analytical skills to assess problems or unusual situations and develop solutions
• Proficient in PC hardware (Enterprise IBM/Dell/HP is a plus)
• Proficient in enterprise network hardware and wiring
• Strong communication and training skills and be able to communicate technical information to non-technical users

Nice To Haves

• Enterprise IBM/Dell/HP hardware experience

Responsibilities

• Install, configure, troubleshoot, and maintain all of the software applications and peripheral equipment used within AFW (POS terminals, receipt printers, barcode scanners, barcode printers, signature captures, card readers, etc.)
• Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system
• Respond to customer calls into the help desk support line
• Create step-by-step training material with screenshots for customers
• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
• Document internal procedures
• Collect feedback to determine patterns and issues such that they can be resolved or turned into FAQs that are easily understood to ease self-troubleshooting
• Maintain daily performance of computer systems
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostic scans to resolve problems before they are reported
• Train incoming staff
• Escalate significant and recurring issues to the tier-3 support team
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees