Help Desk Support Specialist

Lakewood, CO

With headquarters in Lakewood, Colorado, and colleagues from Milan to Brazil this is truly a global team of innovators passionate about helping others realize their entrepreneurial dreams. We are a fast-paced bunch and openly collaborate across all departments. We take pride in doing our best work together and mostly we love celebrating our successes as a team.

As an established market leader in the Design, Print, and Shipping space we empower our network of owners to build upon AlphaGraphics’ and PostNet’s demonstrated recipe for success and continuously push the creative boundaries for our end customers.

As our plans and goals continue to grow, so too does our corporate family! We are eagerly looking for a Help Desk Support Specialist to join our team in Lakewood, Colorado.

Reporting directly to our Help Desk Manager, the Help Desk Support Specialist is primarily responsible for the investigation, resolution, or facilitation of software and hardware problems for franchisees and field-based teammates, and other related activities in support of the AlphaGraphics and PostNet brands.

WHAT WE EXPECT OF YOU

Answers, evaluates, and prioritizes incoming telephone, voice mail, chat, e-mail, and walk up 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.
Determines whether problem is caused by hardware such as network, desktop/laptop, printer, or cabling.
Performs incident recognition, research, isolation, resolution and follow-up for routine user problems.
Logs and maintains all documentation in tickets for calls, voice mails, chats, emails, and walk ups using IT Service Management system. All documentation must be clear in describing the incident and the steps performed to resolve the incident.
Makes recommendations to reduce call volume and improve related processes and procedures.
Documents incidents and consults with outsourced programmers to explain software errors to recommend changes to programs.
Coordinates with software and hardware vendors to request next level support.
Tests software and hardware to perform user acceptance testing and if results meet user requirements.
Writes or revises user Knowledge Base articles as needed.
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

Bachelor’s Degree (B.A.) from four-year college or university or 1-2 years related work experience
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 hardware and operating system problems. Network equipment experience a plus
Print Shop or business center experience preferred
Help desk experience and proficiency.

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
Annual base salary in the $40,000 - $45,000 range based on experience
Highly competitive compensation package including Medical, Dental, Vision, PTO, 401(k) Match, Life Insurance, Short-term and Long-Term Disability, Pet Insurance, 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.