Service / Help Desk / Technical Support

Health insurance
Training & development
Bonus based on performance
Dental insurance
Flexible schedule
Free food & snacks

Lakewood, CO (Hybrid Schedule - WFH Monday & Friday, In-office Tuesday, Wednesday & Thursday)

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 Director of Support.

25/hr + bonus + benefits.

Final compensation will depend on experience, skills, and internal equity criteria aligned with our compensation framework.

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.
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.
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.
Self-motivated with the ability to manage multiple priorities and complete projects on time.
Excellent customer service and communication skills with the ability to support both technical and non-technical users.
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.
Application Deadline: This position is expected to close on August 11, but may close earlier or later based on business needs. Any updates to the application window will be reflected in this posting.
Flexible work from home options available.