What are the responsibilities and job description for the Help Desk Support Specialist position at AlphaGraphics and PostNet Headquarters?
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Flexible schedule
- Free food & snacks
- Health insurance
- Opportunity for advancement
- Paid time off
- Parental leave
- Training & development
- Vision insurance
- Wellness resources
Remote Flexible = WFH Monday and Friday, In office Tuesday, Wednesday, and Thursday
About Fortidia
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.
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 You
- 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
What You Bring to the Table
- Print Shop, retail shipping or business center experience preferred
- 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
What You Can Expect of Us
- Hard 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 member
- A commitment to professional development and support of your individual growth
- An opportunity to make a deep impact and fully contribute to the growth of our organization
- Highly 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 Program
- Flexible 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.
Salary : $25 - $27