Software Help Desk Analyst - Alpine

Alpine, an ITW company, is a leading provider of building component software, equipment, and the industry’s best service to truss manufacturers.  Partnering with our customers, we help to improve their businesses and make them more productive.  We are also a leader in delivering software solutions to homebuilders to increase productivity and profitability.  

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures. 

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

• 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

ITW is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please click here for information on how to contact us directly.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.