Help Desk Technician: Fast, Friendly IT Support

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

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.