Help Desk Technician

FAT Brands Inc.; Lexington (KY); On-site; USD 38,000 - 56,000; Full time

Job summary

FAT Brands Inc. in Lexington, KY is seeking a Help Desk Technician to provide first-line technology support for end users and to resolve a variety of issues across hardware and software.

The role emphasizes strong communication, teamwork, and proactive problem solving, with in-person work based in Lexington and a quick response ethos to keep operations running smoothly. You will log and track requests, triage complex calls to specialists, help create user guides, and support ongoing training.

Qualifications

• Strong verbal and written communication skills.
• Customer service and technical troubleshooting abilities.
• Ability to work in a team and take initiative.
• Background in PC hardware and software.

Responsibilities

• Provide support and resolve technical issues to end users.
• Log and track requests for assistance utilizing approved call-tracking software.
• Maintain communication with users and staff on problem status.
• Triage and escalate level 2, 3, and emergency calls to appropriate staff or vendors.
• Prepare procedure manuals and end-user documentation.
• Track user problem trends and suggest improvements.
• Assist in training new help desk personnel.
• Prioritize workload based on issue severity and customer need.
• Draft clear correspondence to users as needed.
• Perform other duties as assigned.

Skills

Customer service

Technical troubleshooting

Multitasking

Communication

Education

Associate degree in IT

Tools

Call tracking software

Ticketing systems

Job description

Description

WHAT WE ARE LOOKING FOR: We are looking for a Help Desk Technician to perform a variety of technical problem analysis for systems and applications provided to technology users by the Information Technology (IT) department ensuring prompt and efficient resolution. Help Desk Technicians are the primary point of contact for all users of technology seeking technical assistance.

Job Type

Full-time

Primary Duties And Responsibilities

• Provide support and resolve technical issues to end users.
• Log and track requests for assistance utilizing approved call-tracking software.
• Maintain lines of communication with technology users and technical staff to communicate the status of problem resolution.
• Triage and elevate level 2, 3, and emergency calls to appropriate technical staff or outside vendor, as necessary.
• Participate in the preparation of procedure manuals and documentation for end-user and help desk reference.
• Track user problem trends and make recommendations for pro-active solutions and improvements to the Help Desk Supervisor.
• Assists in training new help desk personnel by providing backup coverage.
• Prioritize workload based on the severity of issue and customer need.
• Write clear and effective correspondence to technology users as necessary.
• Performs a variety of complicated tasks and performs other duties as assigned.

Requirements

• Strong verbal and written communication skills, with the ability to communicate effectively with personnel at all levels in the organization employing a high degree of tact and diplomacy to promote a positive image of the department.
• Customer service skills including telephone responsiveness, intermediate typing, and technical troubleshooting skills.
• Possess self-initiative, positive attitude, and ability to work well within a team environment.
• Possess prior experience, training, and the ability to apply problem solving skills to resolve technical issues.
• Previous working knowledge in the establishing and accomplishing of departmental/professional goals.
• Working knowledge of PC hardware and software.
• Ability to work flexible shifts.
• Ability to multi-task and prioritize all technical issues that arise.
• Associate degree in an IT related field such as computer information systems.
• Previous work experience in the restaurant industry preferred but not required.

This position is in person, based out of Lexington, Kentucky.