“Uniting families and homes begins with you.”
Kentucky Housing Corporation
Job Description
Job Title: Service Desk Technician II
Work Group: Information Technology
FLSA Status: Non-Exempt
Reports to: Business Systems Analyst Manager
General Purpose of the Job:
The Service Desk Technician II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Essential Duties and Responsibilities:

• Corporate IT Strategy and Planning to include evaluating documented resolutions and analyze trends for ways to prevent recurring issues. Alert management to emerging trends in incidents.
• IT Acquisition and Deployment related to deploying pre-packaged software using distribution tools and processes as requested by end users. Assist in software releases and rollouts according to change management best practices.
• Operational Management in providing Level I support. Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the incident-solving methods, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Enter all hardware serial numbers or identification tags into Asset Management System (AMS) and ensure information is up to date, accurate, and auditable.
• Assist in performing inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support.

Knowledge, skills, and abilities required of the position:
Knowledge of:

• Word processing/spreadsheet applications such as Microsoft Word/Excel
• Basic rules of grammar and business writing
• Basic mathematic principles

Skill in:

• Collecting, analyzing and evaluating data
• Dealing with a diverse group of external and internal contacts at all levels
• Analyzing problems and reaching solutions

Ability to:

• Plan and organize work activities
• Prepare reports
• Present ideas effectively
• Handle sensitive/confidential information
• Develop work plans and implement projects independently

Additional Information:

• Knowledge of basic computer hardware, including multi-function printers.
• Experience with Windows desktop operating systems.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

Education Requirements: High school diploma or equivalent and specialized or technical training and/or vocational or technical or business school.
Experience Requirements: Requires one to three years of related experience. Requires a working knowledge of standard practices and procedures.

• Certifications in CompTIA A is a plus.

Required Competencies:
Written Communication: Can write clearly and succinctly in a variety of communication settings and styles. Has the ability to get messages across that have the desired effect.
Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers.
Ethics and Values: Adheres to the corporate values of respect, commitment, and integrity.
Organizational and Priority Setting Skills: Sets goals and objectives; identifies roadblocks; uses time effectively and efficiently and can handle uncertainty and cope with change.
Initiative: Effectively completes assigned tasks, seeks additional opportunities, and continuously strives to improve skills and abilities.
KHC recognizes that continued success in meeting the needs of customers, both internal and external, requires the full and active participation of talented and committed individuals. KHC is a Federal contractor and an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state or local law.