Specialist Help Desk Support

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

A big reason Boyd CAT has been able to thrive for over a combined 150 years is our people. Each day, our team strives to adhere to the core values of integrity, commitment, excellence, and service that have sustained our company through the decades. Our focus is to hire the most qualified applicants, provide them with the tools and training they need to succeed, and support them throughout their careers.

As a Help Desk Support Specialist at Boyd Company, you will be part of a team that provides Tier 1 support for the Information Services department. Our goal is to safely and securely serve Boyd Company users by providing technical support while maintaining excellent customer service. This may be accomplished by resolving complex technical issues, ensuring that tickets are escalated to the proper Tier 2 support groups, or by simply answering a question or giving advice. You will gain experience working with issues related to hardware, software, server administration, telecommunications systems, data, cybersecurity, and more. If you are looking to start or further your career in IT, then this is the job for you!

REQUIREMENTS:

• Possess effective communication skills, including:
  • Maintaining a tolerant and patient disposition while working with users. Be empathetic to their situation and understand that our job is to help.
  • Proficient typing skills and the ability to use proper grammar. You will be creating and updating tickets for every issue you work on. It is important to document the ticket clearly so that users and co-workers have a complete understanding of the issue.
  • Effectively communicating technical issues to a non-technical audience both electronically and orally.
• Experience with Microsoft Office software (e.g., Outlook, Excel, Word, PowerPoint, etc.) and Microsoft Windows operating systems (Windows 10/11).
• Possess the ability to multitask and work in a fast-paced environment.
• Capable of quickly learning new concepts and processes.
• Maintain a high degree of discretion in handling confidential/sensitive information and exercise initiative in all assigned areas.
• Participate in an after-hours rotation in which you must respond to issues that are reported after normal operating hours, including nights and weekends. After-hours duties can be performed remotely.
• Travel occasionally to remote branch locations for special projects as needed.
• Perform other duties as assigned.

BONUS POINTS:

• College degree – especially if related to Information Technology or Cybersecurity.
• Certifications or training related to Help Desk (e.g., ITIL, CompTIA A+), Cybersecurity, or Microsoft products.
• Experience with IT Service Management ticketing software.
• Knowledge of Help Desk processes like incident management, service request management, problem management, and change management.
• Experience with PowerShell, SQL, or other scripting/programming languages.
• Understanding of security-related topics such as identity and access management, cloud security, email security, social engineering, and incident response.
• Knowledge of Microsoft Azure Cloud services (Microsoft 365, Entra ID, Exchange Online, etc.).

BENEFITS:

• Full-Time W2 Employee with bonus potential
• Full benefits including Medical, Dental, Vision, Disability, and Life Insurance
• Wellness Program
• Flexible, hybrid work environment
• Paid time off
• 401(k) savings with Company Match

LOCATION:

We believe that working in the office fosters innovation, allows one to develop interpersonal skills, and helps you build new ideas and expand your knowledge. That’s why we’ve adopted a mixed remote work environment. This position allows for remote work while also reporting as directed to:

4401 Boyd Way, Louisville, KY

ESSENTIAL FUNCTIONS:

• Monitor and respond to incoming requests and incidents received via phone, email, and/or chat promptly while providing a positive customer service experience for the end user.
• Work with users to accurately diagnose, troubleshoot, and resolve issues when possible. If the problem cannot be resolved at Tier 1, then clearly document the issue and the troubleshooting steps that have been completed before escalating the ticket to the proper Tier 2 support group.
• Utilize IT Service Management (ITSM) software to create tickets and carefully document information such as the problem description, category, priority, and work history for each reported issue.
• Stay signed into an automatic call distribution (ACD) phone system and answer user calls during your work shift. Coordinate with other team members to ensure that the phones are covered during business hours at all times.
• Participate in special projects as assigned.
• Assist with processes for onboarding, position changes, and offboarding users.
• Work closely with other IT groups to help gather information and resolve issues that may be considered outside of the scope of the Help Desk.
• Project a positive image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner.
• Be helpful!