What are the responsibilities and job description for the IT Help Desk position at Dexian DISYS?
IT Help Desk Analyst
Location: Louisville, KY (Onsite training Remote)
Duration: 2/23/2026 - 8/22/2026 (Possible Extension)
Pay Rate: $20-$22.75 hourly on W2
Job Summary
Provide first-level IT support to restaurant managers and team members across 3,400 U.S. locations via phone and chat. Resolve hardware, software, and operational issues in a fast-paced call center environment while delivering excellent customer service.
Key Responsibilities
- Handle 25-30 inbound calls/chats per shift, providing first-level IT troubleshooting and operational support.
- Diagnose and resolve hardware, software, networking, payment, and restaurant system issues within SLA guidelines.
- Create and document all incidents accurately in ServiceNow while actively on calls.
- Use multiple systems simultaneously (ServiceNow, Teams, Outlook, Excel, PowerBI, Bomgar, TeamViewer, proprietary tools).
- Provide exceptional customer service with empathy; no scripted calls.
- Escalate issues appropriately and collaborate with other Service Desk analysts as needed.
- Meet or exceed performance metrics for quality, productivity, availability, and attendance.
- Participate in required training and follow established support procedures.
Must-Have Qualifications
- Previous IT Help Desk or Call Center experience
- Strong customer service skills
- Ability to multitask and document while on live calls
- Basic IT knowledge (PC fundamentals, operating systems)
- Spanish fluency (preferred/desired)
- Ability to type 40 WPM
Training & Schedule
- Training: 4 weeks onsite, Monday-Friday, 8:50 AM - 5:00 PM
- Post-training: Remote work from home (equipment provided)
- Shifts (8 hours 1-hour lunch):
- Day shifts start times between 8:00-10:00 AM
- Night shifts start times between 4:00-6:00 PM (5 PM-1 AM likely)
- Weekend Requirement: At least 1 weekend day required
- One additional weekday off (Tue, Wed, or Thu); no two consecutive days off
Nice to Have
- Restaurant or QSR experience
Dexian stands at the forefront of Talent Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
Digital Intelligence Systems, LLC. is an Equal Opportunity Employer/Affirmative Action employer. It is our policy to provide equal opportunity to all applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status.