Help Desk Support Specialist

We are eagerly looking for a Help Desk Support Specialist to join our fulltime in Lakewood, Colorado. 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

• 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

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