Help Desk Specialist: Quick, Friendly Tech Support

Papa John's International , Inc.; Louisville, Northern (KY, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Papa John's International, Inc. in Louisville seeks a Help Desk Analyst to support users with hardware, software, and procedural questions, delivering courteous, responsive service across office systems.

Responsibilities include handling incoming requests, logging incidents, triaging with second-level support when needed, and maintaining performance metrics while contributing to a stable, user-friendly IT environment.

Qualifications

• Experience in help desk or call center support.
• Familiarity with hardware and software troubleshooting.
• Understanding of problem management processes.

Responsibilities

• Handle incoming calls from users with hardware, software, or procedural questions.
• Log and track incidents in the service database and maintain history records.
• Identify whether issues are hardware- or user-related and guide users through steps.
• Collect problem details and lead users through prescribed procedures.
• Maintain customer service levels and resolve routine incidents.
• Escalate complex problems to second-level support when needed.
• Manage open incidents and follow them to resolution.
• Ensure timely recognition, research, isolation, and follow-up for routine issues.

Skills

Multitasking

POS System

Urgency

Education

Food industry experience

Job description

Papa John's International, Inc. in Louisville seeks a Help Desk Analyst to support users with hardware, software, and procedural questions, delivering courteous, responsive service across office systems.

Responsibilities include handling incoming requests, logging incidents, triaging with second-level support when needed, and maintaining performance metrics while contributing to a stable, user-friendly IT environment.