Help Desk Technician

FAT Brands Inc is seeking a Help Desk Technician to analyze technical problems across IT systems and user-facing applications, delivering prompt resolutions for technology users. This on-site role in Lexington, Kentucky positions the technician as the primary point of contact for individuals seeking technical assistance.

Overview

The Help Desk Technician handles technical problem analysis and issue resolution for IT environments and end-user services, ensuring timely support and clear communication throughout the process. This position operates on-site in Lexington, KY.

Responsibilities

• Provide technical support to end users and resolve issues as they arise.
• Log and track requests using approved call-tracking software.
• Maintain open communication with users and technical staff to convey the status of problem resolution.
• Triage and escalate level 2, level 3, and emergency contacts to appropriate technical staff or external vendors as needed.
• Contribute to the creation of end-user and help desk reference documentation and procedure manuals.
• Monitor user problem trends and propose proactive solutions for improvements to the Help Desk Supervisor.
• Assist in training new help desk personnel by providing backup coverage.
• Prioritize workloads based on issue severity and customer impact.
• Draft clear and effective written communications to technology users as required.
• Perform a range of complex tasks and undertake other duties as assigned.

Requirements

• Strong verbal and written communication skills with the ability to interact tactfully across all levels of the organization.
• Customer service proficiency, including responsive telephone handling, solid typing skills, and technical troubleshooting capabilities.
• Self-initiative, positive attitude, and the ability to collaborate effectively within a team.
• Relevant experience, training, and problem-solving ability to resolve technical issues.
• Experience in establishing and achieving departmental or professional goals.
• Working knowledge of PC hardware and software.
• Flexible shift availability.
• Ability to multi-task and prioritize multiple technical issues concurrently.
• Associate degree in an IT related field such as computer information systems.
• Restaurant industry experience is preferred but not required.

Education

Associate degree in an IT related field, such as computer information systems.

Location

On-site position based in Lexington, Kentucky.

Compensation

Salary range is USD 40,000 to USD 50,000 per year.