IT Help Desk

Job Summary
Our client is seeking an IT Help Desk Analyst to join their team! This position is in Louisville, Kentucky. This role is responsible for providing first-level support and troubleshooting for restaurant managers and team members, assisting with hardware, software, networking, payment systems, HR technologies, and operational issues. The ideal candidate will have strong customer service skills, basic technical troubleshooting experience, and the ability to thrive in a fast-paced call center environment

Core Responsibilities

• Provide first-level technical support for hardware, software, networking, and operational issues
• Analyze and resolve incidents within established service level agreements
• Document incidents clearly and accurately within the incident management system
• Troubleshoot issues and follow proper escalation procedures when needed
• Deliver exceptional customer service while maintaining quality and productivity targets
• Collaborate with other service desk analysts to resolve complex issues
• Participate in individual and team training initiatives

Required Skills/Experience (Must-Haves)

• Strong customer service and communication skills
• Basic IT troubleshooting knowledge and understanding of PC fundamentals and operating systems
• Ability to multitask and work efficiently in a fast-paced call center environment
• Experience documenting incidents and communicating solutions clearly
• Strong problem-solving and organizational skills
• Ability to type at least 40 words per minute
• Flexibility to work varying schedules, including evenings and weekends as needed

Preferred Skills/Experience (Nice-to-Haves)

• Previous help desk or call center experience
• Experience supporting customers in a high-volume environment
• Spanish fluency
• Knowledge of restaurant operations
• Experience with chat support
• Some college coursework
• Experience handling inbound and outbound customer interactions

Key Competencies & Behaviors

• Customer Service Excellence
• Communication and Active Listening
• Multitasking and Time Management
• Problem Solving
• Adaptability and Team Collaboration

Work Environment

• Location: Louisville, KY
• Remote after completing four weeks of onsite training
• Candidates must remain local to the Louisville area and be available for future onsite requirements

Compensation & Benefits

• Pay Range: The approximate pay range for this position is up to $19.75 per hour. 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.
• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

Marketing Disclosure
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