Help Desk Technician

About the Company

Lil Cheezers is a restaurant company headquartered in Louisville, Kentucky, dedicated to offering inventive comfort food to a diverse clientele. Situated on Baxter Avenue, the company values courteous service, consistent quality, and creating a warm guest experience. The team thrives in a fast-moving, cooperative workplace that fosters continual learning and personal development.

Role Overview

This position is a full-time, fully remote Help Desk Technician role. The technician will deliver technical assistance to employees, addressing challenges related to desktops, laptops, point-of-sale devices, and various restaurant technologies. Daily responsibilities include responding to help desk requests, diagnosing and resolving hardware and software issues, guiding users through solutions, and escalating more complex problems when necessary.

The role also includes executing remote troubleshooting, arranging hardware repairs, documenting incident reports and their resolutions, and ensuring effective communication with team members. Additional duties involve helping with routine system updates, training users on prevalent software tools, and ensuring compliance with IT policies and security standards.

Qualifications

• Proficient knowledge and skills in desktop computers and computer hardware repair for device support and maintenance.
• Strong competencies in technical support and troubleshooting to efficiently solve software and hardware problems.
• Experience in help desk support including ticket management, request prioritization, and providing clear, accessible assistance to users.
• Excellent written and verbal communication abilities, capable of explaining technical concepts in straightforward language.
• Self-motivated with the capability to work independently in a remote setting, prioritize tasks, and multitask effectively.
• Familiarity with basic networking, operating systems such as Windows and macOS, and common business applications is advantageous.
• Previous experience in an IT support or help desk environment is preferred; industry certifications like CompTIA A+ are considered an asset.