Technical Support Engineer I

Job Requirements The position requires an AA/AS degree in a computer-related field or equivalent experience 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 of the 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 and be able to communicate technical information to non-technical users Travel to store locations Job Expectations 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 Physical Requirements Requires constant use of arms, hands, fingers, eyes, legs, and back Physical Work Environment Long periods of sitting and standing Concrete Flooring Exposure to fluorescent lighting Upon job offer, You must pass a pre-employment background investigation and drug screen. American Furniture Warehouse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.