Title: IT Help DeskPay Rate: $20.00/hrLocation: Louisville, KY (Hybrid)Note: This is a W2 contract position – C2C & 3rd party candidates WILL NOT be consideredThe IT Help Desk Specialist is responsible for providing first level support and troubleshooting. Our support includes, but is not limited to, in restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that teams may face on a daily basis.Position Responsibilities:
Analyze and resolve hardware, software, and operational issues within Service Level Agreements
Maintain a basic understanding of operational procedures
Log all incidents into an Incident Management System with clear, concise language
Work in an efficient/fast-paced environment to meet or exceed team and individual service targets
Achieve an on target or above rating on quality, service, and productivity metrics
Follow proper escalation path when necessary to resolve issues
Provide stellar customer service to our customers, treating every call with respect and positive energy
Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues
Participate in all individual and group training initiatives
Work a flexible schedule that may include days, night, weekends, to meet support and staffing needs
Position Qualifications:
A minimum of 1 year of IT Help Desk/Call Center Support experience
Good understanding of computer concepts (PC fundamentals, troubleshooting procedures, Operating Systems)
Ability to type 40 words per minute
Good organizational, oral/written communication, and problem solving skills
Bilingual Spanish speaking fluency preferred
Basic understanding of restaurant operations preferred
A minimum of a High School Diploma or GED Required; Bachelor’s Degree in Information Technology and/or relevant industry certifications preferred
Note: This is a W2 contract position – C2C & 3rd party candidates WILL NOT be considered#ALINE11
