Specialist Help Desk Support

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 Company, 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 Company 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!

• Possess effective communication skills, including:
  • Maintaining a tolerant and patient disposition while working with users. Be empathetic to their situation and understand that our job is to help.
  • Proficient typing skills and the ability to use proper grammar. You will be creating and updating tickets for every issue you work on. It is important to document the ticket clearly so that users and co-workers have a complete understanding of the issue.
  • 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 10/11).
• Possess the ability to multitask and work in a fast-paced environment.
• Capable of quickly learning new concepts and processes.
• 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 must respond to issues that are reported after normal operating hours, including nights and weekends. After-hours duties can be performed remotely.
• Travel occasionally to remote branch locations for special projects as needed.
• Perform other duties as assigned.

• College degree – especially if related to Information Technology or Cybersecurity.
• Certifications or training related to Help Desk (e.g., ITIL, CompTIA A+), Cybersecurity, or Microsoft products.
• Experience with IT Service Management ticketing software.
• Knowledge of Help Desk processes like incident management, service request management, problem management, and change management.
• Experience with Power Shell, SQL, or other scripting/programming languages.
• Understanding of security-related topics such as identity and access management, cloud security, email security, social engineering, and incident response.
• Knowledge of Microsoft Azure Cloud services (Microsoft 365, Entra , Exchange Online, etc.).

• 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

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 while also reporting as directed to:

4401 Boyd Way, Louisville, KY

• Monitor and respond to incoming requests and incidents received…