Specialist Help Desk Support

DESCRIPTION:

A big reason Boyd CAT has been able to thrive for over a combined 150 years is our people. Each day, our team strives to adhere to the core values of integrity, commitment, excellence, and service that have sustained our company through the decades. Our focus is to hire the most qualified applicants, provide them with the tools and training they need to succeed, and support them throughout their careers.

As a Help Desk Support Specialist at Boyd CAT, you will be part of a team that provides Tier 1 support for the Information Services department. Our goal is to safely and securely serve Boyd CAT users by providing technical support while maintaining excellent customer service. This may be accomplished by resolving complex technical issues, ensuring that tickets are escalated to the proper Tier 2 support groups, or by simply answering a question or giving advice. You will gain experience working with issues related to hardware, software, server administration, telecommunications systems, data, cybersecurity, and more. If you are looking to start or further your career in IT, then this is the job for you!

REQUIREMENTS:

• Strong communication skills, including:
• • Maintaining a tolerant and patient disposition while working with users who are sometimes frustrated. Be empathetic to their situation and understand that our job is to help.
  • Efficient typing skills and proper grammar– you will be creating and updating tickets for every issue you work on. It is important to tell the story clearly so users and co-workers can understand what has been done.
  • Effectively communicating technical issues to a non-technical audience both electronically and orally.
• Experience with Microsoft Office software (e.g., Outlook, Excel, Word, PowerPoint, etc.) and Microsoft Windows operating systems (Windows 10).
• Have the ability to work in a fast-paced environment. Multitasking will be a necessary skill for this position.
• Be adaptable. The IT landscape constantly shifts and changes, so you must be able to learn new concepts and processes quickly.
• Maintain a high degree of discretion in handling confidential/sensitive information and exercise initiative in all assigned areas.
• Participate in an after-hours rotation in which you will be required to respond to issues that are reported after normal operating hours, including nights and weekends. After-hours duties can be performed remotely.
• Overnight travel is rare, but may be required on occasion.
• Perform other duties as necessary and assigned.

BONUS POINTS:

• College degree – especially if related to Information Technology.
• Certifications or training related to Help Desk (ITIL, CompTIA A+), cybersecurity, Microsoft, or Cisco products.
• Experience with IT Service Management ticketing software (e.g., BMC, ServiceNow, Jira, etc.).
• Experience with Help Desk processes like incident management, problem management, knowledge management, or user self-service.
• Experience with PowerShell, HTML, CSS, SQL, or other scripting/programming languages.
• Knowledge of security related topics such as IAM, cloud security, social engineering, or incident response.
• Knowledge of Microsoft Azure Cloud services (Microsoft 365, Azure AD, Exchange Online, etc.).

BENEFITS:

• Full-Time W2 Employee with bonus potential
• Full benefits including Medical, Dental, Vision, Disability, and Life Insurance
• Wellness Program
• Flexible, hybrid work environment
• Paid time off
• 401(k) savings with Company Match

LOCATION:

We believe that working in the office fosters innovation, allows one to develop interpersonal skills, and helps you build new ideas and expand your knowledge. That’s why we’ve adopted a mixed remote work environment. This position allows for remote work with also reporting as directed to:

• 4401 Boyd Way Louisville, KY 40211

ESSENTIAL FUNCTIONS:

• Monitor and respond to incoming requests and incidents received via phone, email, and/or chat in a timely manner while providing a positive customer service experience for the end user.
• Work with users to properly diagnose, troubleshoot, and resolve issues when possible. If the problem cannot be resolved at Tier 1, then clearly document the issue and the troubleshooting steps that have been completed before escalating the ticket to the appropriate Tier 2 support group.
• Utilize IT Service Management (ITSM) software to create tickets and carefully document information such as the problem description, category, priority, and work history for each reported issue.
• Remain signed in to an automatic call distribution (ACD) phone system and answer user calls during the entirety of your work shift.
• Participate in special projects as assigned.
• Assist with processes for onboarding, position changes, and offboarding users.
• Work closely with other IT groups to help gather information and resolve issues that may be considered outside of the scope of the Help Desk.
• Project a positive image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner.
• Be helpful!