Help Desk Specialist

Title: IT Help Desk

Pay Rate: $20.00/hr

Location: Louisville, KY – candidates must be local for onsite training before transitioning to a fully remote schedule

Schedule: 8-hour shifts starting between 8:00AM – 10:00AM, 4-weekdays & 1-weekend day per week

Training Schedule: Mon – Fri, 8:30AM – 5:00PM EST for the first 4 weeks

Note: This is a W2 contract position – C2C, 1099, & 3rd party candidates WILL NOT be considered

This position is responsible for providing first level support and troubleshooting for restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that onsite teams face on a daily basis.

Position Duties:

• Analyze and resolve hardware, software, and operational issues within our 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 paths, 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

Position Qualifications:

• A minimum of 1 year of IT Help Desk/Call Center/Customer Service experience, with a basic understanding of computer concepts (PC fundamentals, Operating Systems) and technical ticketing/case management tools
• Good organizational, oral/written communication, and problem-solving skills, including the ability to type 40 words per minute
• Bilingual Spanish fluency preferred
• Basic understanding of restaurant operations preferred
• A minimum of a High School Diploma or GED required; Associate’s or Bachelor’s Degree in Information Technology preferred