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

• Service Now (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

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