Help Desk Support Specialist at AlphaGraphics and PostNet Headquarters

Benefits:401(k)401(k) matchingBonus based on performanceCompany partiesCompetitive salaryDental insuranceFlexible scheduleFree food & snacksHealth insuranceOpportunity for advancementPaid time offParental leaveTraining & developmentVision insuranceWellness resourcesRemote Flexible WFH Monday and Friday In office Tuesday Wednesday and ThursdayAbout FortidiaFortidia 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 2023 the combination of its physical platform - including 3200 Business Solutions Centers in 60 countries with 14000 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.Join Our Team!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.What We Expect of YouAnswer 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 technologiesInterview user to collect information about problem and leads user through diagnostic procedures to determine source of errorEstablish yourself as a subject matter expert in our print and order management software and provide an escalated level of support to our centersDetermine root cause of issues.Escalate to development teams and vendors as needed.Perform incident recognition research isolation resolution and follow-up for routine user problemsLog and maintain all documentation in tickets for calls voice mails chats emails and walk ups using IT Service Management systemMake recommendations to reduce call volume and improve related processes and proceduresDocument incidents and consult with outsourced programmers to explain software errors to recommend changes to programsAs our subject matter expert collaborate with vendors on enhancements and identify opportunities for improvements to their software that further advance our use of the platformTests software and hardware to perform user acceptance testing and if results meet user requirementsWrites or revises user Knowledge Base articles as neededProvide Tier 2 support as appropriateInstalls desktop/laptop computers for corporate staff and sets up software and peripheral equipmentOther related duties may be assignedWhat You Bring to the TablePrint Shop retail shipping or business center experience preferredHelp desk experience and proficiencyPositive can-do attitude; flexibility adaptability and business acumenStrong attention to detail and ability to work under tight deadlinesStrong numeracy and problem-solving skillsTechnical ability to troubleshoot software and hardware. Network equipment experience a plusSelf-motivate desire to complete projects by deadlineAble to work in a fast-paced environment while delivering result and meeting deadlinesWhat You Can Expect of UsHard work collaboration humanity fun and laughter. We are a small passionate driven and highly collaborative team that is fully invested in the success of our company and value contributions from each team memberA commitment to professional development and support of your individual growthAn opportunity to make a deep impact and fully contribute to the growth of our organizationHighly competitive compensation package including Medical Dental Vision PTO 401(k) Match Life Insurance Short-term and Long-Term Disability Pet Insurance Identity Theft Protection and a completely free Employee Assistance ProgramFlexible start times and ½ day Fridays during the Summer and Winter months!U.S. Business Holdings Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race religion gender sexual orientation national origin disability age or veteran status.Flexible work from home options available. Compensation: $25.00 - $27.00 per hour We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law. At PostNet and AlphaGraphics we offer careers for everyone! Whether you are just starting out looking for that next great growth opportunity or seeking a change we have exciting roles to suit you. We pride ourselves on our training programs in management sales operations print signs design and marketing. Join us with or without experience and we will succeed together as a team! We invite EVERYONE to apply! *PostNet centers (locations) are independently owned and operated. The posted positions are offered by individual franchisees who interview hire manage and pay the employees hired for positions in a specific local location (center) through their specific business.Required Experience:IC Key Skills user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support Employment Type : Full-Time Experience: years Vacancy: 1 Hourly Salary Salary: 25 - 27