IT Help Desk

Ampcus, Inc; Louisville (KY); On-site; USD 40,000 - 50,000; Full time

Job summary

Ampcus, Inc is seeking an IT Help Desk professional in Louisville, KY to provide Level 1 technical support. The role involves handling inbound events and ensuring excellent customer service to over 4000 Pizza Hut stores.

The ideal candidate should possess some college experience, relevant certifications, and customer service skills. Responsibilities include logging incidents, troubleshooting, and assisting with operational tasks.

Qualifications

• Some college preferred or equivalent experience.
• Preferred A+, CCNA, or Net Certifications.
• Preferred 1-2 years of customer service experience.

Responsibilities

• Provide Level 1 technical support for inbound events.
• Resolve 70% of events on first contact.
• Handle inbound calls/chats and log interactions.

Skills

Customer service

Problem solving

Oral communication

Written communication

Basic computer concepts

Education

Some college preferred or equivalent experience

A+, CCNA, or Net certifications preferred

Job description

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: IT Help Desk. Location: Louisville, KY.

Purpose of the Position

• Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).
• Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000 Pizza Hut stores.

Position Functions

• Handle inbound events - 90%
  • Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system.
  • Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
  • Escalates problem tickets within department guidelines when unable to resolve.
  • Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures.
• Manage non phone/chat duties - 10%
  • Assist with Alerts and Self-Service Incidents.
  • Following up on unresolved incidents.

Autonomy & Supervision

• Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
• Work is typically reviewed in detail at frequent intervals for accuracy.

Knowledge and Skill Required

Education

• Some College preferred or equivalent experience.
• Preferred A, CCNA, or Net Certifications.

Experience

• Preferred customer service experience (1-2 years).

Skills and Other Requirements

• Flexible work schedule.
• Beginner organization skills.
• Beginner oral and written communication skills.
• Beginner problem solving ability.
• Beginner understanding of computer concepts (PC fundamentals, Operating systems).
• Ability to type 30 words per minute.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.