Help Desk Specialist

Fortidia US•Lakewood, CO

6d•Hybrid

About The Position

The Help Desk Support Specialist is a key technical resource for Fortidia's franchise network and corporate teams, providing exceptional support and serving as a subject matter expert on print and order management software. This role involves troubleshooting technical issues, collaborating with internal teams and vendors, and contributing to continuous improvements that enhance the support experience. The specialist will report to the Director of Support.

Requirements

Excellent mastery of written and spoken English.
Help desk experience with demonstrated technical troubleshooting proficiency.
Experience supporting software, hardware, networking, and desktop technologies.
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.

Nice To Haves

Print shop, retail shipping, or business center experience preferred.

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 our 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.