IT Help Desk (Remote after Onsite Training)

We are hiring IT Help Desk Analysts for a 6-month contract (with potential for extensions) in Louisville, KY. You will be the primary lifeline for restaurant managers, troubleshooting everything from POS systems and Kitchen Display Systems (KDS) to WiFi and inventory software.

Location & Work Model

• Training: 4 weeks Mandatory Onsite in Louisville, KY.
• Post-Training: 100% Remote (Must be local to Louisville for occasional onsite needs).
• Duration: 6-month contract (Extensions possible).

Shifts: Mix of Day and Night shifts

Flexibility: Candidates must be able to work at least one weekend day (Saturday or Sunday).

Volume: Expect to handle 20–25 calls per day (5–60 minutes per call).

Responsibilities

• Technical Troubleshooting: Perform Level 1 support for restaurant hardware, including POS systems, KDS, payment terminals, printers, and iPads.
• Operational Support: Answer "how-to" questions regarding inventory counts, scheduling software, and store applications.
• Multitasking: Simultaneously talk to users, troubleshoot systems, and document the incident live in the tracking system.
• Customer Service: Provide empathetic, calm support to restaurant managers working under high-pressure situations (e.g., long drive-thru lines, inability to take payments).
• Documentation: Log all issues and resolutions accurately during the call to minimize after-call work.

Qualifications

• Experience: 0–3 years of experience. Entry-level candidates with a strong technical aptitude are welcome.
• IT Skills: Basic troubleshooting (plug/unplug devices, software downloads, hardware ID).
• Soft Skills: Exceptional multitasking and the ability to remain calm with stressed callers.
• Punctuality: Reliable and able to maintain strict availability during scheduled shifts.

Preferred Skills

• Spanish Fluency (High value).
• Prior Restaurant Experience (Helps you understand the urgency of a "down" store).
• Previous Help Desk or Call Center experience.