Job Description

Title: IT Help Desk Pay Rate: $20.00/hr Location: Louisville, KY – Position is remote but candidates must be local for a fully onsite 3-week training program to start the assignment before transitioning to remote schedule Note: This is a W2 contract position – C2C, 1099, & 3rd party candidates WILL NOT be considered The IT Help Desk Specialist will provide Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts), serving on the team that is responsible for resolving 70% of events on first contact, while ensuring excellent customer service. Position Duties:

• Handle Level 1 inbound calls/chats and accurately log interactions within the company’s incident management system
• Conduct appropriate diagnosis/troubleshooting to resolve known conditions
• Escalates problem tickets within department guidelines when unable to resolve
• Maintain a basic understanding of supported hardware and software, as well as any corresponding operational procedures
• Manage non phone/chat duties, assisting with alerts and self-service Incidents, and following up on unresolved incidents
• Receive general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks

• 0-2 years of IT customer service experience, with a basic understanding of computer concepts (PC fundamentals, Operating Systems) and support procedures
• Basic oral and written communication skills
• Strong organizational, analytical, and problem-solving ability
• Ability to type up to 30 words per minute
• A minimum of a High School Diploma or GED Required; Associate’s or Bachelor’s Degree in Information Technology and/or relevant industry certifications, such as CompTIA A+, Net+, or CCNA preferred

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