Service Desk Associate - ITIL-Driven Support & On-Call

KEMI; Lexington (KY); On-site; USD 42,000 - 58,000; Full time

Job summary

KEMI in Lexington is seeking a Service Desk professional to provide first-line IT support for employees, addressing hardware, software, and network issues, following ITIL processes and meeting SLAs.

The role emphasizes independent and team collaboration, on-call rotation, and ensuring efficient use of Microsoft technologies and AD/RDP/DNS/DHCP, with opportunities to work in Lexington and Louisville offices.

Qualifications

• Bachelor's Degree preferred.
• Microsoft and CompTIA certifications preferred.
• 1-2 years of Service Desk experience preferred.

Responsibilities

• 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.
• Adhere to all company policies.
• Ability to interact professionally with coworkers, existing and potential customers.
• Actively support the KEMI Mission, Vision, Values, and culture.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

Customer service

Active listening

Problem solving

Time management

Communication

Teamwork

Independent work

Attention to detail

Microsoft technologies

On-call support

Education

Bachelor's degree preferred

Microsoft certifications preferred

CompTIA certifications preferred

Tools

Active Directory

Remote Desktop (RDP)

DNS

DHCP

Group Policy Management

Microsoft 365

Amazon Workspaces

Ticketing system

Job description

KEMI in Lexington is seeking a Service Desk professional to provide first-line IT support for employees, addressing hardware, software, and network issues, following ITIL processes and meeting SLAs.

The role emphasizes independent and team collaboration, on-call rotation, and ensuring efficient use of Microsoft technologies and AD/RDP/DNS/DHCP, with opportunities to work in Lexington and Louisville offices.