IT Help Desk; Remote

Title: IT Help Desk (Remote)

Location with zip code: Louisville-Jefferson, KY 40213

Pay Rate: $20 - $22/hr on w2 basis

Shift Timing (Day/ Evening/ Night): Day

Shift

Hours:

40 hrs./week

Duration: 6+ Months

• Training period is 3-4 weeks onsite at Louisville KY Office.
• Remote work begins post training
• Candidates must be local to Louisville
• The training period (about 3 weeks) is onsite, post training is remote. The billing rate of XX is what was approved by my upper leadership. And at current there is no expectation that it will go perm.

• Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).
• Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000+ Pizza Hut stores.

• Handle inbound events - 90%.
• Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system.
• Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
• Escalates problem tickets within department guidelines when unable to resolve.
• Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures.
• Manage non-phone/chat duties - 10%.
• Assist with Alerts and Self
  - Service Incidents.
• Follow up on unresolved incidents.

• Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
• Work is typically reviewed in detail at frequent intervals for accuracy.

• Some College preferred or equivalent experience.
• Preferred A+, CCNA, or Net + Certifications.

• Preferred customer service experience (1-2 years).
• Flexible work schedule.
• Beginner organization skills.
• Beginner oral and written communication skills.
• Beginner problem solving ability.
• Beginner understanding of computer concepts (PC fundamentals, Operating systems).
• Ability to type 30 words per minute.