Service Desk Technician

Service Desk Technician Intermediate Level

The Service Desk Technician provides Tier 1 and Tier 2 technical support in a high-volume environment, assisting a large and diverse end-user base. This role involves handling phone and email requests, troubleshooting hardware and software issues, and supporting a wide range of desktop, network, and account-related needs. The position requires strong customer service skills, excellent communication, and the ability to remain calm and professional under pressure.

Key Responsibilities

• Provide technical support for desktops, laptops, applications, and user accounts.
• Troubleshoot hardware, software, and connectivity issues with a focus on accuracy and efficiency.
• Assist end users via phone, email, and remote support tools.
• Reset passwords, manage user accounts, and support access-related issues.
• Document all interactions clearly and concisely in a ticketing system.
• Follow established procedures for escalation and issue resolution.
• Maintain professionalism and empathy when assisting frustrated or upset users.
• Work effectively in a fast-paced environment with consistently high call volumes.
• Collaborate with team members to resolve complex issues and share knowledge.
• Adapt to changing priorities, new technologies, and evolving support needs.
• Perform additional duties as assigned, including occasional weekend support.

Required Qualifications

• At least one year of experience in a help desk or desktop support role.
• Strong customer service skills and a professional, patient demeanor.
• Ability to communicate clearly, avoid confrontational language, and simplify explanations for non-technical users.
• Strong troubleshooting and critical-thinking abilities.
• Ability to work independently, take initiative, and remain trainable.
• Reliable attendance and consistent adherence to schedule expectations.

Preferred Qualifications

• Experience in a customer-service-focused environment.
• Familiarity with desktop support (onsite and remote).
• Knowledge of common operating systems and productivity applications.
• Experience with account administration, password resets, and basic network tasks.
• Ability to document issues clearly and multitask effectively.
• Experience working in a call center or high-volume support environment.
• Ability to work as part of a collaborative, fast-moving team.

Work Environment

Highly customer-service-oriented support team. Business-casual environment with a strong emphasis on communication and teamwork. Large support operation handling hundreds of daily requests across phone and email. Hybrid schedule available after training (alternating onsite and remote weeks). Occasional weekend work may be required.

Why This Role Is Valuable

Supports critical operations that enable essential services for a large user community. Exposure to a wide range of technologies and support scenarios, offering strong skill-building opportunities. Long-term potential for growth, advancement, and cross-department opportunities. Clear expectations, regular feedback, and a supportive team culture.

Job Type & Location

This is a Contract position based out of Frankfort, KY.

Pay and Benefits

The pay range for this position is $19.00 - $23.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Jan 5, 2026.