Software Help Desk Analyst

The Help Desk Analyst position provides consultation with Alpine customers and internal users using the Alpine Suite of CAD-related Software programs to ensure users have an understanding of the use of the software, to troubleshoot specific application issues and make recommendations to optimize the benefits of the software.

This is a remote position. It is preferred that the Help Desk Analyst is based in Florida or the western United States.

• Evaluate, prioritize, and solve all incoming telephone, voicemail, e-mail, web inquiries, or in-person requests for assistance from users/customers having difficulty with hardware, CAD software, network operations, printing, and other computer/software related problems
• Document identified problems/defects in the software in the appropriate database to provide specific data to assist in efficient resolution of the problem.
• Assist users in identifying appropriate software operating systems, printers, network servers, etc. and make recommendations that will work in their environment and with the ITWBCG Software programs
• Troubleshoot network issues and identify resolutions. Consult on network set-up for users, as needed
• Log all contacts in the problem resolution software so usage patterns/statistics can be accumulated, and historical trends can be evaluated
• Develop expert proficiency in the variety of software products and supporting systems to ensure effective resolution to customer issues
• Learn new software features as they are released to provide optimal support to Alpine customers

Requirements

• Two or four year college degree (A.S. or B.S.) in architectural technology or CAD-related field preferred
• Two years previous experience in Help Desk Environment
• Prefer two years working experience in a truss plant using truss design software
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Excellent ability to listen is essential
• Ability to define problems, gathers data in a logical manner, stabile facts, and draw valid conclusion
• Ability to interpret an extensive variety of technical instructions in a mathematical of diagram form and deal with several abstract and concrete variables
• Ability to travel up to 10-15 days a year for training opportunities