Help Desk Support Specialist

AlphaGraphics and PostNet Headquarters•Lakewood, CO

43d•Hybrid

About The Position

Fortidia is a global commerce enabler for SMBs and consumers thanks to its platform including brands providing e-commerce, fulfillment, shipping, marketing and print solutions: PrestaShop, Mail Boxes Etc. (outside the U.S. and Canada.), PostNet, PACK & SEND, World Options, AlphaGraphics, Multicopy, Print Speak, GEL Proximity and Spedingo. In 2023, the combination of its physical platform - including 3,200 Business Solutions Centers in 60 countries with 14,000 associates - with its PrestaShop e-commerce platform served 1.1 mln business customers worldwide generating €1.4 bln (US$1.5 bln) of System-wide Gross Revenue and €22 bln (US$23.8 bln) of Gross Merchandise Value. While our plans and goals continue to grow, so too does our corporate team! We are eagerly looking for a Help Desk Support Specialist to join us fulltime in Lakewood, Colorado. Reporting to our Director of Support, the Help Desk Support Specialist is primarily responsible for the investigation, resolution, or facilitation of software and hardware problems for HQ, franchisees, and field-based teammates, and other related activities in support of the AlphaGraphics and PostNet brands.

Requirements

Help desk experience and proficiency
Positive can-do attitude; flexibility, adaptability, and business acumen
Strong attention to detail and ability to work under tight deadlines
Strong numeracy and problem-solving skills
Technical ability to troubleshoot software and hardware. Network equipment experience a plus
Self-motivate desire to complete projects by deadline
Able to work in a fast-paced environment while delivering result and meeting deadlines

Nice To Haves

Print Shop, retail shipping or business center experience preferred

Responsibilities

Answer, evaluate, and prioritize incoming telephone, Portal, chat, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error
Establish yourself as a subject matter expert in our print and order management software and provide an escalated level of support to our centers
Determine root cause of issues.
Escalate to development teams and vendors as needed.
Perform incident recognition, research, isolation, resolution and follow-up for routine user problems
Log and maintain all documentation in tickets for calls, voice mails, chats, emails, and walk ups using IT Service Management system
Make recommendations to reduce call volume and improve related processes and procedures
Document incidents and consult with outsourced programmers to explain software errors to recommend changes to programs
As our subject matter expert, collaborate with vendors on enhancements and identify opportunities for improvements to their software that further advance our use of the platform
Tests software and hardware to perform user acceptance testing and if results meet user requirements
Writes or revises user Knowledge Base articles as needed’
Provide Tier 2 support as appropriate
Installs desktop/laptop computers for corporate staff and sets up software, and peripheral equipment
Other related duties may be assigned