Information Technology Help Desk Technician

Information Technology Help Desk Technician Pay: $20/hr Location: Louisville, KY Training: • Onsite training for approximately 3 to 4 weeks • Remote after training • Candidates must be local to Louisville About the Role We are hiring a Level 1 IT Help Desk / Service Desk Analyst to support U.S.-based restaurant locations. This is a true IT Service Desk role, focused on technical and operational support, not a call center or help center position. You will serve as the first point of contact for IT-related issues and work to resolve or properly escalate incidents while delivering excellent customer service. Schedule Open 7 days a week Operating hours: 9:00 AM to 3:00 AM Available schedules include Sunday–Thursday and Tuesday–Saturday What You’ll Be Doing Handle Level 1 inbound calls, chats, incidents, and alerts Accurately log all interactions in the incident management system Perform basic diagnosis and troubleshooting for known technical issues Resolve approximately 70% of issues on first contact Escalate incidents when issues cannot be resolved within defined guidelines Support thousands of U.S.-based restaurant locations Maintain a basic understanding of supported hardware, software, and operational procedures Non-Phone IT Work (10%) Assist with alerts and self-service incidents Follow up on unresolved tickets and incidents Tools & Technology ServiceNow (incident management / ticketing) Exposure to POS systems is a plus Linux experience is a bonus, not required Autonomy & Supervision Receive general guidance on routine work Detailed support and direction provided by senior team members and Service Desk leadership for new tasks Work reviewed regularly for accuracy and quality Required Qualifications High school diploma required Some college or equivalent experience preferred 1 to 2 years of IT support, help desk, service desk, or customer-facing technical experience preferred Basic understanding of computer concepts (PC fundamentals, operating systems) Beginner troubleshooting and problem-solving skills Beginner written and verbal communication skills Ability to type 30 words per minute Flexible schedule availability Nice to Have A+, Network+, or CCNA certifications Experience with Point of Sale (POS) troubleshooting Prior experience using incident management tools Seniority level: Associate Employment type: Contract Job function: Information Technology Industries: Restaurants and Food and Beverage Services Referrals increase your chances of interviewing at Swoon by 2x #J-18808-Ljbffr