Help Desk Specialist

Fortidia US; Lakewood (CO); Hybrid; USD 52,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time Off

Dental insurance

Vision insurance

Bonus based on performance

Training & development

Flexible schedule

Free food & snacks

Job summary

Fortidia is looking for a Help Desk Support Specialist in Lakewood, CO, with a hybrid work arrangement (WFH Monday & Friday; in-office Tue–Thu). You will be the frontline tech resource for headquarters staff, franchisees, and field teammates, resolving software and hardware issues and guiding users through self-service resources.

The role emphasizes incident resolution, collaboration with vendors, and knowledge-base development, reporting to the Director of Support.

Qualifications

• 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.
• Strong analytical, numeracy, and problem-solving skills.

Responsibilities

• Answer, evaluate, and prioritize incoming requests from users via telephone, portal, chat, and email.
• Interview users to gather information, diagnose issues, and determine root causes.
• Perform incident recognition, research, isolation, resolution, and follow-up for routine issues.
• Escalate to development teams or vendors as needed; provide Tier 2 support when appropriate.
• Collaborate with vendors on software enhancements and perform user acceptance testing.

Skills

English fluency

Help desk experience

Troubleshooting

Customer service

Fast-paced environment

Job description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Training & development
• Vision insurance
• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Employee discounts
• Flexible schedule
• Free food & snacks

Company: Fortidia

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

We are an equal opportunity employer. We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience and skills.

We are committed to creating an inclusive hiring process. If you have specific needs or require adjustments during the recruitment process, please let us know.

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.

Compensation

$25/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

• 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.

Application Deadline: This position is expected to close on September 15, 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.