Technical Support Engineer I

American Furniture Warehouse•Glendale, AZ

2d•$22 - $32

About The Position

We are seeking an IT Support professional to provide technical assistance and ensure the smooth operation of computer systems across AFW. This role involves responding to helpdesk requests, troubleshooting hardware and software issues, supporting network systems, and assisting users with technical concerns while delivering excellent customer service. Schedule: Sunday-Thursday

Requirements

Preferably at least 1 or more years of experience in IT-related field (e.g. technical engineer, IT systems support).
Advanced personal computer word processing, spreadsheet, database, and Windows OS skills.
Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
Install, configure, troubleshoot, and maintain all software applications and peripheral equipment used within AFW. POS terminals, receipt printers, barcode scanners, barcode printers, signature captures, card readers, etc.
Proficient in PC hardware (Enterprise IBM/Dell/HP is a plus)
Proficient in enterprise network hardware and wiring.
Must have strong communication and training skills.
Ability to communicate technical information to non-technical users.
Ability to travel to other AFW store locations as needed.

Responsibilities

Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system.
Respond to customer calls from 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 – e.g. can they 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.
Help train incoming staff/new hires.
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.
Other duties to be assigned/directed by supervisor.
All training will be provided by AFW.