Help Desk Specialist – Tier 1 IT Support (Hybrid)

Boyd Company; Louisville (KY); Hybrid; USD 42,000 - 59,000; Full time

Benefits offered by this job

Full benefits including Medical,Dental

Hybrid work environment

Paid time off

401(k) with company match

Job summary

Boyd Company is seeking a Help Desk Support Specialist to provide Tier 1 IT support in a hybrid work environment from Louisville, KY. You will handle user issues, document resolutions, and escalate complex problems to Tier 2 while maintaining excellent customer service.

Ideal candidates will have strong communication skills, experience with MS Office and Windows, and the ability to multitask in a fast-paced setting. After-hours duties and occasional travel to remote branches are required.

Qualifications

• Excellent communication with users and documentation of issues clearly.
• Experience with Microsoft Office and Windows 10/11.
• Ability to multitask in a fast-paced environment while maintaining discretion.
• Willingness for after-hours support and remote work during off-hours.
• Occasional travel to remote branches for special projects.

Responsibilities

• Respond to requests via phone, email, or chat and provide positive customer service.
• Diagnose and troubleshoot issues; escalate to Tier 2 when needed.
• Create and update ITSM tickets with problem, category, and history.
• Maintain coverage of the ACD phone system during shifts.
• Collaborate with IT teams to resolve issues beyond Help Desk scope.
• Assist with onboarding, role changes, and offboarding processes.

Skills

Communication

MS Office

Windows OS

Multitasking

Quick learner

Discretion

After-hours support

Travel to branches

Education

College degree

ITIL certification

CompTIA A+ certification

Tools

ITSM software

PowerShell

SQL

Job description

Boyd Company is seeking a Help Desk Support Specialist to provide Tier 1 IT support in a hybrid work environment from Louisville, KY. You will handle user issues, document resolutions, and escalate complex problems to Tier 2 while maintaining excellent customer service.

Ideal candidates will have strong communication skills, experience with MS Office and Windows, and the ability to multitask in a fast-paced setting. After-hours duties and occasional travel to remote branches are required.