Job Title: IT Help Desk
Location: Louisville, KY
Duration: 06 months
 
Shift/Hours: M-F | 40 hours/week
***The training period (about 3 weeks) is onsite, post training is remote
 
Job Description:
Purpose Of The Position:

• 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

Position Functions:
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

Autonomy & Supervision:

• 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.

Knowledge and skill required:
Education:

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

Experience:

• Preferred customer service experience (1-2 years)
• Skills and Other Requirements:
• 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

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.00/hr.