Swoon
Information Technology Help Desk Technician
Pay:
$20/hr
Location:
Louisville, KY
Training:
• Onsite training for approximately 3 to 4 weeks • Remote after training • Candidates must be local to Louisville
About the Role
We are hiring a Level 1 IT Help Desk / Service Desk Analyst to support U.S.-based restaurant locations. This is a true IT Service Desk role, focused on technical and operational support, not a call center or help center position. You will serve as the first point of contact for IT-related issues and work to resolve or properly escalate incidents while delivering excellent customer service.
Schedule
Open 7 days a week
Operating hours: 9:00 AM to 3:00 AM
Available schedules include Sunday–Thursday and Tuesday–Saturday
What You’ll Be Doing
Handle Level 1 inbound calls, chats, incidents, and alerts
Accurately log all interactions in the incident management system
Perform basic diagnosis and troubleshooting for known technical issues
Resolve approximately 70% of issues on first contact
Escalate incidents when issues cannot be resolved within defined guidelines
Support thousands of U.S.-based restaurant locations
Maintain a basic understanding of supported hardware, software, and operational procedures
Non-Phone IT Work (10%)
Assist with alerts and self-service incidents
Follow up on unresolved tickets and incidents
Tools & Technology
ServiceNow (incident management / ticketing)
Exposure to POS systems is a plus
Linux experience is a bonus, not required
Autonomy & Supervision
Receive general guidance on routine work
Detailed support and direction provided by senior team members and Service Desk leadership for new tasks
Work reviewed regularly for accuracy and quality
Required Qualifications
High school diploma required
Some college or equivalent experience preferred
1 to 2 years of IT support, help desk, service desk, or customer-facing technical experience preferred
Basic understanding of computer concepts (PC fundamentals, operating systems)
Beginner troubleshooting and problem-solving skills
Beginner written and verbal communication skills
Ability to type 30 words per minute
Flexible schedule availability
Nice to Have
A+, Network+, or CCNA certifications
Experience with Point of Sale (POS) troubleshooting
Prior experience using incident management tools
Seniority level:
Associate
Employment type:
Contract
Job function:
Information Technology
Industries:
Restaurants and Food and Beverage Services
Referrals increase your chances of interviewing at Swoon by 2x
#J-18808-Ljbffr
$20/hr
Location:
Louisville, KY
Training:
• Onsite training for approximately 3 to 4 weeks • Remote after training • Candidates must be local to Louisville
About the Role
We are hiring a Level 1 IT Help Desk / Service Desk Analyst to support U.S.-based restaurant locations. This is a true IT Service Desk role, focused on technical and operational support, not a call center or help center position. You will serve as the first point of contact for IT-related issues and work to resolve or properly escalate incidents while delivering excellent customer service.
Schedule
Open 7 days a week
Operating hours: 9:00 AM to 3:00 AM
Available schedules include Sunday–Thursday and Tuesday–Saturday
What You’ll Be Doing
Handle Level 1 inbound calls, chats, incidents, and alerts
Accurately log all interactions in the incident management system
Perform basic diagnosis and troubleshooting for known technical issues
Resolve approximately 70% of issues on first contact
Escalate incidents when issues cannot be resolved within defined guidelines
Support thousands of U.S.-based restaurant locations
Maintain a basic understanding of supported hardware, software, and operational procedures
Non-Phone IT Work (10%)
Assist with alerts and self-service incidents
Follow up on unresolved tickets and incidents
Tools & Technology
ServiceNow (incident management / ticketing)
Exposure to POS systems is a plus
Linux experience is a bonus, not required
Autonomy & Supervision
Receive general guidance on routine work
Detailed support and direction provided by senior team members and Service Desk leadership for new tasks
Work reviewed regularly for accuracy and quality
Required Qualifications
High school diploma required
Some college or equivalent experience preferred
1 to 2 years of IT support, help desk, service desk, or customer-facing technical experience preferred
Basic understanding of computer concepts (PC fundamentals, operating systems)
Beginner troubleshooting and problem-solving skills
Beginner written and verbal communication skills
Ability to type 30 words per minute
Flexible schedule availability
Nice to Have
A+, Network+, or CCNA certifications
Experience with Point of Sale (POS) troubleshooting
Prior experience using incident management tools
Seniority level:
Associate
Employment type:
Contract
Job function:
Information Technology
Industries:
Restaurants and Food and Beverage Services
Referrals increase your chances of interviewing at Swoon by 2x
#J-18808-Ljbffr