Help Desk Specialist

The Help Desk Specialist provides Level 1 technical and operational support for a high-volume, multi-location environment. This role serves as the first point of contact for inbound calls, chats, incidents, and system alerts, resolving the majority of issues on first contact while delivering a positive customer experience.
This position requires onsite Mon-Fri training in Louisville, KY for the first month then will transition to fully remote for the remainder of the contract term.

• Serve as the first point of contact for Level 1 technical support via phone, chat, and ticketing system
• Accurately document all interactions and incidents within the incident management system
• Diagnose and troubleshoot known hardware, software, and operational issues
• Resolve a high percentage of incidents on first contact; elevate unresolved issues per established procedures
• Monitor and assist with system alerts and self‑service incidents
• Follow up on open and unresolved tickets to ensure timely resolution
• Maintain a foundational understanding of supported systems, tools, and operational procedures
• Majority of time focused on inbound support interactions
• Limited time dedicated to alerts, ticket follow‑ups, and non‑phone support tasks
• Receives general guidance on routine work and detailed support on new or complex tasks

• Some college coursework or equivalent hands‑on experience preferred
• Entry‑level technical certifications (A+, Network+, or similar) preferred
• 1–2 years of customer service or technical support experience preferred
• Ability to work a flexible schedule
• Basic organizational and time‑management skills
• Entry‑level verbal and written communication skills
• Basic problem‑solving ability
• Foundational understanding of computer concepts (PC hardware, operating systems)