Empathetic IT Support Specialist - Remote & On-Call Expert

Portlandchristian; Louisville (KY); On-site; USD 42,000 - 70,000; Full time

Job summary

Thrive is seeking a Help Desk Technician to join our support team in Louisville, KY. You will provide prompt technical assistance via phone, email, and remote sessions, troubleshoot hardware/software, and help with pre-installation tasks to ensure smooth field deployments.

You will participate in an on-call rotation, document interactions, contribute to product testing, and collaborate with teammates to improve customer experience and quality. Familiarity with POS systems is a plus.

Qualifications

• Minimum 1 year of technical support experience in an end-user or help desk environment.
• Familiarity with hardware/software troubleshooting and remote support tools.
• Understanding of basic networking principles (e.g., IP addressing, routers, switches).
• Experience with POS systems; FocusPOS or Gold Certification is a strong plus.
• Proficient in Windows OS, Microsoft Office Suite, and remote desktop platforms.
• Comfortable managing and updating technical documentation and support tickets.
• Previous restaurant or hospitality experience (preferred, not required).
• Participation in an after-hours support rotation or similar on-call structure.
• Ability to assist in pre-installation setup and staging of IT equipment.

Responsibilities

• Provide responsive, empathetic technical support via phone, email, and remote access tools.
• Troubleshoot hardware, software, and network issues in live environment.
• Participate in after-hours on-call rotation for emergency support.
• Conduct equipment staging, setup, and testing ahead of field installation.
• Document all customer interactions and resolutions accurately and promptly.
• Assist with product testing, evaluation, and feedback for internal teams.
• Maintain and update custom databases and client configurations.
• Work collaboratively with team members to foster a learning and supportive environment.
• Ensure all communications reflect professionalism and company values.

Skills

Empathetic communicator

Calm under pressure

Curious and eager to learn

Team-oriented

Organized and detail-oriented

Proactive and self-motivated

Adaptable

Positive attitude

Tools

Remote desktop platforms

POS systems FocusPOS

Gold Certification

Job description

Thrive is seeking a Help Desk Technician to join our support team in Louisville, KY. You will provide prompt technical assistance via phone, email, and remote sessions, troubleshoot hardware/software, and help with pre-installation tasks to ensure smooth field deployments.

You will participate in an on-call rotation, document interactions, contribute to product testing, and collaborate with teammates to improve customer experience and quality. Familiarity with POS systems is a plus.