IT Help Desk

IT Help Desk Analyst

Location:

Louisville, KY (Onsite training → Remote)
Duration: 2/23/2026 - 8/22/2026 (Possible Extension)
Pay Rate: $20-$22.75 hourly on W2

Provide first-level IT support to restaurant managers and team members across 3,400 U.S. locations via phone and chat. Resolve hardware, software, and operational issues in a fast-paced call center environment while delivering excellent customer service.

• Handle 25-30 inbound calls/chats per shift, providing first‑level IT troubleshooting and operational support.
• Diagnose and resolve hardware, software, networking, payment, and restaurant system issues within SLA guidelines.
• Create and document all incidents accurately in Service Now while actively on calls.
• Use multiple systems simultaneously (Service Now, Teams, Outlook, Excel, Power
  
  BI, Bomgar, Team Viewer, proprietary tools).
• Provide exceptional customer service with empathy; no scripted calls.
• Escalate issues appropriately and collaborate with other Service Desk analysts as needed.
• Meet or exceed performance metrics for quality, productivity, availability, and attendance.
• Participate in required training and follow established support procedures.

• Previous IT Help Desk or Call Center experience
• Strong customer service skills
• Ability to multitask and document while on live calls
• Basic IT knowledge (PC fundamentals, operating systems)
• Spanish fluency (preferred/desired)
• Ability to type 40 WPM

• Training: 4 weeks onsite, Monday‑Friday, 8:50 AM - 5:00 PM
• Post‑training:
  Remote work from home (equipment provided)
• Shifts (8 hours + 1‑hour lunch):
• Day shifts start times between 8:00-10:00 AM
• Night shifts start times between 4:00-6:00 PM (5 PM-1 AM likely)
• Weekend Requirement:
  At least 1 weekend day required
• One additional weekday off (Tue, Wed, or Thu); no two consecutive days off

• Restaurant or QSR experience

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority‑owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting‑edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory‑changing results that help everyone achieve their ambitions and goals. To learn more, please visit

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.