Help Desk Specialist

• 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

• 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.

• 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.

• 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.

• 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.

• 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.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.

At Fortidia we empower businesses to grow through innovative marketing print and business solutions. As the parent company of leading brands like AlphaGraphics PostNet and World Options we support entrepreneurs and organizations of all sizes with the tools technology and expertise they need to succeed.

Our approach blends creativity data-driven strategy and operational excellence to deliver meaningful results for our customers and franchise partners. We are passionate about helping businesses connect with their audiences streamline their operations and unlock new opportunities for growth.

At Fortidia our people are at the heart of everything we do. We foster a collaborative forward-thinking culture where ideas are encouraged careers are developed and impact is recognized. Whether supporting local communities or driving global initiatives we are committed to making a differencefor our customers our partners and each other. We believe theres a place for everyone to grow. Whether youre just starting your career looking for your next big opportunity or ready for a change we offer a variety of roles to match your goals.