Help Desk Specialist

Company: Fortidia – Lakewood, CO (Hybrid: WFH Monday & Friday, in-office Tuesday–Thursday)

About the role

The Help Desk Support Specialist provides technical support for AlphaGraphics and PostNet brands, investigating and resolving software and hardware issues for headquarters employees, franchisees, and field-based teammates. This role serves as a key technical resource for the franchise network and corporate teams, delivering exceptional support while acting as a subject-matter expert on print and order-management software.

Responsibilities

• Answer, evaluate, and prioritize incoming telephone, portal, chat, and email requests from users experiencing hardware, software, networking, and other computer-related issues.
• Interview users to gather information, diagnose technical issues, and determine the source of errors.
• Perform incident recognition, research, isolation, resolution, and follow-up for routine user issues.
• Determine root causes of technical issues and escalate to development teams or vendors as needed; provide Tier 2 support when appropriate.
• Establish yourself as a subject-matter expert in print and order-management software and provide advanced support to franchise centers.
• Collaborate with vendors on software enhancements and identify opportunities to improve platform functionality.
• Perform user-acceptance testing (UAT) on software and hardware to ensure solutions meet business requirements.
• Document software issues and work with outsourced programmers to explain errors and recommend improvements.
• Write and maintain Knowledge Base articles to support users and improve self-service resources.
• Log and maintain accurate documentation for calls, emails, chats, portal requests, voice messages, and walk-up support within the IT Service Management system.
• Make recommendations to reduce support call volume and improve support processes and procedures.
• Install desktop and laptop computers for corporate staff and configure software and peripheral equipment.
• Perform other related duties as assigned.

Requirements

• Excellent mastery of written and spoken English.
• Help-desk experience with demonstrated technical troubleshooting proficiency.
• Experience supporting software, hardware, networking, and desktop technologies; print-shop, retail-shipping, or business-center experience preferred.
• Technical ability to troubleshoot software and hardware; network-equipment experience is a plus.
• Strong attention to detail and ability to work under tight deadlines.
• Strong analytical, numeracy, and problem-solving skills.
• Self-motivated with the ability to manage multiple priorities and complete projects on time.
• Ability to work in a fast-paced environment while delivering results and meeting deadlines.
• Positive, can-do attitude with flexibility, adaptability, and strong business acumen.
• Excellent customer-service and communication skills with the ability to support both technical and non-technical users.
• Collaborative spirit, with appreciation of diverse perspectives.
• Bold, passionate, tenacious, and curious mindset, not afraid to explore new ideas and challenge the status quo.

Benefits

• Medical, dental, and vision insurance
• Paid time off and parental leave
• 401(k) with company match
• Performance-based bonus
• Employee discounts and flexible schedule
• Free food & snacks and company parties
• Training & development and opportunity for advancement
• Volunteer time off and Employee Assistance Program
• Health Savings Accounts with company contribution

Pay

$25/hr + bonus + benefits