Help Desk Support Specialist

Fortidia US•Lakewood, CO

19h•$25 - $28•Hybrid

About The Position

U.S. Business Holdings, Inc. is seeking a Help Desk Support Specialist for its Lakewood office. The role provides technical support for the AlphaGraphics and PostNet brands by investigating, resolving, and facilitating software and hardware issues for headquarters employees, franchisees, and field-based teammates. The specialist serves as a key technical resource for the franchise network and corporate teams, including as a subject matter expert on the company's print and order management software. The position reports to the US Director of Support Services. The specialist troubleshoots technical issues, coordinates with internal teams and vendors, tests software and hardware, maintains support documentation, and contributes to improvements in support processes and the user experience. Compensation is $28 per hour, plus bonus and benefits; final compensation depends on experience, skills, and internal equity criteria.

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.
Strong attention to detail and ability to work under tight deadlines.
Strong analytical, numeracy, and problem-solving skills.
Self-motivation and 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, including the ability to support technical and non-technical users.
Collaborative spirit and appreciation of diverse perspectives.
Bold, passionate, tenacious, and curious mindset, with willingness to explore new ideas and challenge the status quo.

Nice To Haves

Print shop, retail shipping, or business center experience.
Experience with network equipment.

Responsibilities

Answer, evaluate, and prioritize incoming telephone, portal, chat, and email requests about hardware, software, networking, and other computer-related issues.
Interview users to gather information, diagnose technical issues, and identify error sources.
Recognize, research, isolate, resolve, and follow up on routine user incidents.
Determine root causes of technical issues and escalate them to development teams or vendors as needed.
Provide Tier 2 support when appropriate.
Become 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 on software and hardware to confirm 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.
Record and maintain accurate documentation of calls, emails, chats, portal requests, voice messages, and walk-up support in the IT Service Management system.
Recommend ways 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.