Job Description

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.

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