Service desk associate (systems)

Duties:

Process, manage, and resolve Service Desk requests and issues for users, including hardware, software, and network problems, escalating as appropriate. Follow established IT Infrastructure Library (ITIL) processes and procedures to manage requests and incidents. Ensure Service Level Agreements (SLA) are met. Assist with creating and maintaining procedures and document processes as required. Analyze reoccurring issues to identify and proactively recommend solutions to resolve issues, improve efficiencies, and or enhance the user experiences. Assist with training and guidance to others on the efficient utilization and functionality of IT systems and applications. Provide on-call support when KEMI is closed, primarily on a rotational basis. Achieve employee SMART Goals. Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Ability to work independently, on a team, and collaboratively with others.
• Professional communication skills, including interpersonal, active listening, written, and verbal.
• Strong problem-solving and organizational skills, ability to efficiently multi-task, set priorities and manage time effectively.
• Attention to detail and accuracy.
• Ability to make sound business decisions within established procedures and business practices and escalate situations appropriately.
• Basic client/server and operating systems experience with a focus on Microsoft technologies.
• Basic knowledge of Microsoft 365.
• Basic knowledge of hardware and software relating to workstations, VoIP telecommunication systems, printers, copiers, and mobile devices.
• Basic knowledge of server applications such as web servers, databases, email, file, and print services.
• Basic knowledge of Active Directory (AD), Remote Desktop (RDP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP) and Group Policy Management.
• Basic knowledge of Amazon Workspaces.
• Ability to learn and efficiently utilize business systems and implemented vendor solutions.
• Basic knowledge of ticketing system and ITIL.
• Basic knowledge of document imaging and content management.

Education:

Bachelor’s Degree preferred. Microsoft and CompTIA certifications preferred.

Experience:

One to two years’ Service Desk experience preferred.

FLSA Category:

Career Path Category & Level: Career Path: Non-Exempt. Business Support, Support I Business Support II

Essential Functions:

Provide professional service desk support for employees and stakeholders, while resolving requests and issues. Ability to work at a desk for extended periods of time, communicate via telephone, operate a computer, keyboard and mouse throughout the day. Ability to effectively provide on call support when KEMI is closed, including evenings, holidays and weekends. Ability to work in the Lexington office. Ability to work in the Louisville office as warranted. Occasionally lift and transport moderately heavy objects up to 40 pounds, such as computers and peripherals. Reliable attendance. Adhere to all company policies. Ability to interact professionally with coworkers, existing and potential customers. Actively support the KEMI Mission, Vision, Values, and culture. The requirements listed above are representative of the knowledge, skills and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.