Information Technology Help Desk Technician

Swoon; Louisiana (MO); Hybrid; USD 27,552; Part time

Job summary

A staffing agency is seeking an IT Help Desk Technician to provide support for U.S.-based restaurant locations. The position requires handling inbound calls and resolving technical issues. Candidates should have a high school diploma and some relevant experience, along with basic computer skills. There is flexibility in scheduling, and training will be onsite for a short period before transitioning to remote work. This contract role focuses on delivering excellent customer service.

Qualifications

• High school diploma required.
• 1 to 2 years of IT support or help desk experience preferred.
• Ability to type 30 words per minute.

Responsibilities

• Handle Level 1 inbound calls, chats, incidents, and alerts.
• Accurately log all interactions in the incident management system.
• Resolve approximately 70% of issues on first contact.

Skills

Beginner troubleshooting and problem-solving skills

Basic understanding of computer concepts

Beginner written and verbal communication skills

Flexible schedule availability

Education

High school diploma

Some college or equivalent experience

Tools

ServiceNow

Point of Sale (POS) systems

Linux

Job description

Information Technology Help Desk Technician

Pay: $20/hr

Location: Louisville, KY

Training: • Onsite training for approximately 3 to 4 weeks • Remote after training • Candidates must be local to Louisville

About the Role

We are hiring a Level 1 IT Help Desk / Service Desk Analyst to support U.S.-based restaurant locations. This is a true IT Service Desk role, focused on technical and operational support, not a call center or help center position. You will serve as the first point of contact for IT-related issues and work to resolve or properly escalate incidents while delivering excellent customer service.

Schedule

• Open 7 days a week
• Operating hours: 9:00 AM to 3:00 AM
• Available schedules include Sunday–Thursday and Tuesday–Saturday

What You’ll Be Doing

• Handle Level 1 inbound calls, chats, incidents, and alerts
• Accurately log all interactions in the incident management system
• Perform basic diagnosis and troubleshooting for known technical issues
• Resolve approximately 70% of issues on first contact
• Escalate incidents when issues cannot be resolved within defined guidelines
• Support thousands of U.S.-based restaurant locations
• Maintain a basic understanding of supported hardware, software, and operational procedures

Non-Phone IT Work (10%)

• Assist with alerts and self-service incidents
• Follow up on unresolved tickets and incidents

Tools & Technology

• ServiceNow (incident management / ticketing)
• Exposure to POS systems is a plus
• Linux experience is a bonus, not required

Autonomy & Supervision

• Receive general guidance on routine work
• Detailed support and direction provided by senior team members and Service Desk leadership for new tasks
• Work reviewed regularly for accuracy and quality

Required Qualifications

• High school diploma required
• Some college or equivalent experience preferred
• 1 to 2 years of IT support, help desk, service desk, or customer-facing technical experience preferred
• Basic understanding of computer concepts (PC fundamentals, operating systems)
• Beginner troubleshooting and problem-solving skills
• Beginner written and verbal communication skills
• Ability to type 30 words per minute
• Flexible schedule availability

Nice to Have

• A+, Network+, or CCNA certifications
• Experience with Point of Sale (POS) troubleshooting
• Prior experience using incident management tools

Seniority level: Associate

Employment type: Contract

Job function: Information Technology

Industries: Restaurants and Food and Beverage Services

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