IT Help Desk

Job#: 3019163

Job Description:

Job Title: IT Help Desk

Location: Louisville, Kentucky for 4 weeks of training, post training is fully remote

• Candidates must be local as training will be on site in Louisville for first 4 weeks, then moving to remote
• Training is for 4 weeks- M-F 8:50-5 then they are not required to come in again.
• Day Shift 8/10am-5/7pm and Night Shift 5pm-1am available

Duration: 6 months

Job Description:

• The position is responsible for providing first level support and troubleshooting for every manager and team member that calls or chats with the Service Desk. Our support includes but is not limited to in restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that the teams face on a daily basis.

Responsibilities:

• Call center atmosphere. Responsible for taking calls during full shift.
• Analyze and resolve hardware, software and operational issues within our service level agreements
• Maintain a basic understanding of KFC operational procedures
• Log all incidents into an Incident Management System with clear, concise language
• Work in an efficient/fast-paced environment to meet or exceed team and individual service targets
• Achieve an on target or above rating on quality, service, and productivity metrics
• Follow proper escalation path when necessary to resolve issues
• Work a flexible schedule that may include days, night, weekends, to meet support and staffing needs
• Provide stellar customer service to our customers, treating every call with respect and positive energy
• Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues
• Participate in all individual and group training initiatives
• Required to work at least one weekend day.

Requirements:

• Some college preferred
• Good organizational, oral/written communication, and problem solving skills
• Good understanding of computer concepts (PC Fundamentals/Operating Systems)
• Ability to type 40 words per minute
• Minimum of 1 of year previous help desk/call center experience is desired
• Spanish fluency is desired
• Basic understanding of restaurant operations is desired

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.