Job Description
Job Description
Title: IT Help Desk
Location: Onsite – Louisville–Jefferson County, KY 40213
Contract Length: 6 months
Pay : $22.75/hr on W2
The position is responsible for providing first-level support and troubleshooting for every client manager and team member who calls or chats with the Service Desk. Our support includes, but is not limited to in in-restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that teams face on a daily basis.
JOB RESPONSIBILITIES:
- Analyze and resolve hardware, software, and operational issues within our service level agreements
- Maintain a basic understanding of operational procedures
- Log all incidents into an Incident Management System with clear, concise language
- Work in an efficient/fast-paced environment to meet or exceed team and individual service targets
- Achieve an on-target or above rating on quality, service, and productivity metrics
- Follow the proper escalation path when necessary to resolve issues
- Work a flexible schedule that may include days, nights, and weekends to meet support and staffing needs
- Provide stellar customer service to our customers, treating every call with respect and positive energy
- Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues
- Participate in all individual and group training initiatives