Overview
Confluent Health is seeking a motivated, customer-focused, and detail-oriented individual to join our team as an IT Coordinator. This is an entry-level opportunity designed for individuals who are passionate about technology and interested in building a long-term career in IT support and operations.
The IT Help Desk Coordinator serves as a first point of contact for end users seeking technical assistance. In this role, you will provide exceptional customer service, respond to incoming support requests, document and triage incidents, and escalate issues to higher-tier technical teams when necessary. The ideal candidate will possess strong communication skills, excellent organizational abilities, and a willingness to learn in a fast-paced IT environment.
This position is fully onsite in the Louisville area and is intended to serve as a foundational role with future growth opportunities into advanced IT support positions.
After 90 days of employment this will be a Hybrid role with 2 days being Work from Home.
Responsibilities
- End User Support
- Provide first-level technical support to employees experiencing hardware, software, account access, or connectivity issues via phone, email, and ticketing systems. Deliver professional and customer-focused support while ensuring timely response and resolution.
- Ticket Management & Escalation
- Create, document, prioritize, and manage support tickets accurately within the IT service management (ITSM) platform. Escalate complex or unresolved issues to higher-tier support teams while gathering detailed troubleshooting information to assist with resolution.
- Account & Access Support
- Assist with basic account administration tasks including password resets, account unlocks, and permission management while following established security procedures and processes.
- Remote Troubleshooting
- Utilize remote support tools to connect to end-user devices, gather information, perform basic troubleshooting, and assist users with resolving common technical issues.
- Asset & Inventory Support
- Assist with maintaining accurate IT inventory records, asset tracking, device organization, and basic equipment lifecycle processes.
- Documentation & Process Adherence
- Follow established support procedures, scripts, and workflows to ensure consistent service delivery. Contribute to internal documentation and knowledge-sharing efforts when appropriate.
- Team Collaboration
- Work closely with other IT team members and departments to ensure efficient issue resolution and maintain a positive support experience for end users across the organization.
Qualifications
- Strong interest in technology and pursuing a career in Information Technology.
- Excellent customer service and communication skills, both verbal and written.
- Strong organizational skills with the ability to multitask and prioritize responsibilities effectively.
- Ability to follow documented processes, procedures, and troubleshooting scripts.
- Reliable, punctual, and able to work effectively in a team-oriented environment.
- Comfortable working in a fast-paced support environment handling phone and email-based support requests.
- Basic understanding of Windows operating systems and common business applications.
- Willingness to learn new technologies, tools, and support processes.
Preferred Qualifications:
- Previous customer service, call center, retail, hospitality, or technical support experience.
- Exposure to Microsoft 365, Active Directory, Windows 11, or ticketing systems such as ServiceNow or FreshService.
- Familiarity with basic networking concepts or remote support tools.
- Experience working with computers, hardware setup, or troubleshooting through school, internships, certifications, or personal projects.
- Enrollment in or recent completion of an Information Technology, Computer Science, Cybersecurity, or related educational program is preferred but not required.
About
Compensation: Expected pay range: $18–$22 per hour, based on experience and qualifications.
Career Growth Opportunity:
This role is designed as a growth opportunity for individuals beginning their IT careers. Successful employees who demonstrate strong performance, reliability, technical growth, and customer service skills may have opportunities to advance into IT Help Desk Specialist and other technical support roles after gaining foundational experience within the organization.
Confluent Health, LLC and its affiliates are equal opportunity employers committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, national origin, marital status, age, disability, veteran status, or other applicable legally protected characteristics. If you need assistance or would like to request an accommodation due to a disability, please contact us at careers@goconfluent.com.
Confluent Health, LLC and its affiliates are equal opportunity employers committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, national origin, marital status, age, disability, veteran status, or other applicable legally protected characteristics. If you need assistance or would like to request an accommodation due to a disability, please contact us at careers@goconfluent.com.