IT Desktop Support

Louisville, Kentucky 40223

Post Date: 09/06/2017 Job ID: 17004 Industry: Other Area(s)

IT Desktop Support

Louisville, KY

3 month contract (temp-to-perm)




Our IT Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.



Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction

Provides case status updates to management and end-users per service level guidelines

Support and maintain effective relationships with users

Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

Provide support for PCs, laptops, printers, cell phones, and tablets etc.

Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)

Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

Communicates with customers at all levels of technical and non-technical skills sets

Follow all standard operating procedures (SOP) through the effective use of Knowledge management


Required Qualifications

1-2 years of related work experience preferably in an IT Service Desk/Call Center environment

AA degree or technical training preferred or equivalent combination of education and experience

Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred

Certification in relevant IT products/technologies a plus

Focus on providing exceptional customer service

Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers

Ability to type while in involved in a conversation, at least 30 WPM

Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers

Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

Working knowledge of the Microsoft Office application suite including MS Outlook

Active Directory, and Exchange experience preferred

Solid analytical/cognitive skills to troubleshoot complex and technical problems

Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Demonstrated capability to achieve results under pressure in a fast paced client driven environment

Sam Kalan

Sam is originally from Hilton Head, SC. He attended the University of South Carolina where he earned a degree in Human Resource Management and became an avid Gamecocks fan. After graduating Sam moved back to Hilton Head to work in the hospitality industry and enjoy the beach. He started his professional career as a guest service agent with the Westin Resort. From there he trained in various hotel functions before landing in Finance in early 2015. It was here that he discovered his love for a 9-5 schedule and time off for the Holidays. After a year and a half, he decided hotels were not his passion and began the search for a new opportunity. Sam had prior experience in recruiting from a college internship and had always found the work rewarding, which is what lead him to Catapult Staffing. Fun Facts: Sam enjoys hiking, pickleball and any other outdoor activities.

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