Help Desk Support Specialist at Fortidia US · CO-Lakewo…

Responsive recruiter

For our Lakewood office, we are searching for a Help Desk Support Specialist, mainly
focused on providing technical support for our AlphaGraphics and PostNet brands by
investigating, resolving, and facilitating software and hardware issues for headquarters
employees, franchisees, and field-based teammates.

The Help Desk Support Specialist acts as a key technical resource for our franchise network
and corporate teams, delivering exceptional support while serving as a subject matter expert on
our print and order management software. In this role, the Help Desk Support Specialist will

troubleshoot technical issues, collaborate with internal teams and vendors, and contribute to
continuous improvements that enhance the support experience. The Help Desk Support

Specialist will report to the US Director of Support Services.

Compensation
$28/hr + bonus + benefits.
Final compensation will depend on experience, skills, and internal equity criteria aligned with our
compensation framework.

Main Tasks and Responsibilities:
Technical Support & Troubleshooting
● 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.

Software Support & System Expertise
● 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.

Service Management & Process Improvement
● 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.

Requirements:
● Excellent mastery of written and spoken English.
● Help desk experience with demonstrated technical troubleshooting proficiency.
● Experience supporting software, hardware, networking, and desktop technologies.
● Print shop, retail shipping, or business center experience preferred.
● 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.

What We Offer:
● A vibrant international environment in a continuously growing company, with many
professional and personal development opportunities.
● Extensive training and development opportunities within the group.
● A multicultural organizational structure and team.
● Competitive health and welfare offerings including Medical, Dental, Vision, Paid Time
Off, volunteer time off, 401(k) with company match, Employee Assistance Program, and
Health Savings Accounts with company contribution.
● 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 member.

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.