Help Desk Specialist

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

About the role

We are searching for a Help Desk Support Specialist focused on providing technical support for our AlphaGraphics and PostNet brands. The role acts as a key technical resource for our franchise network and corporate teams, delivering exceptional support while serving as a subject matter expert on our print and order-management software. You will troubleshoot technical issues, collaborate with internal teams and vendors, and contribute to continuous improvements that enhance the support experience. The Help Desk Support Specialist reports to the Director of Support.

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 our 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 software 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 in pursuit of better solutions.

Benefits

• Competitive health and welfare offerings: Medical, Dental, Vision
• Paid Time Off and Parental Leave
• 401(k) with company match
• Employee Assistance Program
• Health Savings Accounts with company contribution
• Volunteer Time Off
• Bonus based on performance
• Company parties and free food & snacks
• Employee discounts
• Extensive training and development opportunities
• Multicultural, collaborative team environment

Pay

$25.00 per hour + bonus

Schedule

Hybrid: work from home Monday & Friday, in-office Tuesday–Thursday