Job Summary:
Our client is seeking a IT Help Desk to join their team! This position is located in Louisville, Kentucky.
Duties:
- Analyze and resolve hardware, software, and operational issues within defined service level agreements (SLAs)
- Maintain a working knowledge of company operational procedures to provide effective support
- Accurately document all incidents in the Incident Management System using clear and concise language
- Perform efficiently in a fast-paced environment, consistently meeting or exceeding individual and team service targets
- Achieve or surpass expectations in quality, service, and productivity metrics
- Escalate issues appropriately, following established escalation procedures when necessary
- Deliver outstanding customer service, ensuring every interaction is handled with professionalism, respect, and positive energy
- Partner with fellow Service Desk analysts to troubleshoot and resolve complex issues
- Participate in individual and group training initiatives to maintain and enhance technical knowledge and service excellence
Desired Skills/Experience:
- Ability to work a flexible schedule, including days, nights, weekends, and holidays, to meet support and staffing requirements
- Basic IT understanding, such as hardware/software fundamentals or personal experience such as: building a computer, troubleshooting devices
- Tier 1 helpdesk or technical support experience preferred
- Hardware/software troubleshooting skills
- Familiarity with registers, cash drawers, packing screens, Dell office computers, or similar equipment
- Experience with proprietary software is a plus, training will be provided
- Proficiency with Microsoft Office Suites
- Strong customer service background with the ability to remain calm and professional when assisting frustrated or stressed managers
- Restaurant experience preferred, especially cashier or in-store roles such as cook or line staff
- Prior industry exposure in telecom or healthcare helpdesk is a plus
- Candidates with IT coursework, certifications, or internship experience are strongly considered; full corporate experience is not required
- Spanish fluency preferred, as many managers are Spanish-speaking and the team has limited bilingual support
Benefits:
- Medical, Dental, & Vision Insurance Plans
- Employee-Owned Profit Sharing (ESOP)
- 401K offered
The approximate pay range for this position is between $14.00 and $20.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.