Help Desk

Job#: 3029484

Job Description:
Help Desk

Location: Louisville, Kentucky (Remote)
Employment Type: Contract

Role Overview

We are seeking candidates for a Help Desk position. In this role, you will be the first point of contact for restaurant managers, providing IT support via calls and chats to resolve technical issues. This is a call center environment where providing customer service is essential.

Key Responsibilities

• Handle approximately 25-30 inbound calls and chats daily to diagnose and resolve IT issues.
• Document all interactions and troubleshooting steps accurately in ServiceNow.
• Manage multiple programs simultaneously, including ticketing systems, remote access tools, and reporting dashboards.
• Provide effective customer service for every interaction, without relying on scripts.
• Collaborate with team members to ensure consistent and high-quality support.

Work Environment

The role requires four weeks of onsite training in Louisville, KY. Following the successful completion of training, the position will transition to a remote, work-from-home basis. Equipment will be provided. A quiet workspace, reliable internet access, and a personal cell phone for system authentication are required. The service desk operates seven days a week. This role requires working on some national holidays. All team members must work at least one weekend day, with an assigned day off during the week.

Required Qualifications

Experience: Previous experience in a call center environment is required. Customer service experience is also a key requirement.

Technical Skills: Candidates should possess a basic IT background and the ability to learn proprietary software programs. Proficiency with multitasking across various applications such as ServiceNow, Microsoft Teams, Outlook, and remote support tools is necessary.

Compensation & Benefits

The pay rate for this position is between $20.00 and $21.00 per hour. Further details regarding benefits will be provided to qualified candidates.

This employer 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, or protected veteran status and will not be discriminated against on the basis of disability.

Apex uses a virtual recruiter as part of the application process. Click for more details.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.