Systems Service Desk Specialist – On-Call Support

Kentucky Employers' Mutual Insurance; Lexington (KY); On-site; USD 42,000 - 55,000; Full time

Job summary

Kentucky Employers' Mutual Insurance (KEMI) is seeking an IT Service Desk professional to provide end-user support across Lexington and Louisville locations. You will resolve requests and incidents, document processes, and adhere to ITIL-based procedures.

Ideal candidates have 1–2 years of Service Desk experience, familiarity with Microsoft technologies, and a willingness to learn vendor solutions. This role offers on-site work with occasional on-call duties and opportunities for growth within

Qualifications

• 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 elevate 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.

Responsibilities

• Provide professional service desk support for employees and stakeholders, while resolving requests and issues.
• 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

Independent work

Communication skills

Problem solving

Multi-tasking

Attention to detail

Decision making

Microsoft technologies

Education

Bachelor's Degree preferred

Microsoft and CompTIA certifications preferred

One to two years' Service Desk experience preferred

Tools

Active Directory (AD)

Remote Desktop (RDP)

DNS

DHCP

Group Policy Management

Amazon Workspaces

Microsoft 365

Ticketing system

ITIL

Job description

Kentucky Employers' Mutual Insurance (KEMI) is seeking an IT Service Desk professional to provide end-user support across Lexington and Louisville locations. You will resolve requests and incidents, document processes, and adhere to ITIL-based procedures.

Ideal candidates have 1–2 years of Service Desk experience, familiarity with Microsoft technologies, and a willingness to learn vendor solutions. This role offers on-site work with occasional on-call duties and opportunities for growth within