Entry Level IT Help Desk Technician
Kenton County Airport Board

CLASS SUMMARY:

The purpose of this entry level position is to document and facilitate resolution of support requests for Information Technology (IT) and Operational Technology (OT) hardware and software applications.

ESSENTIAL DUTIES:

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the department.

CUSTOMER SERVICE.

Facilitates client support requests to repair, install, move, or change computer hardware, applications and other system requests.
May interact with infrastructure, applications, business analysis, IT security, or PMO personnel to perform or coordinate service request.
Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.
Recognizing and escalating more difficult problems to a higher level of support.
Verify with end user that issues are resolved.
Participate in a call rotation, track, and document client interaction.

OPERATIONS.

Provides on site or remote access diagnoses and resolution to hardware and software problems by responding to client requests and planned work requests.
Troubleshoot a variety of hardware and software systems in the existing information technology infrastructure; diagnosing problems; working with KCAB departments.;
Research, analyze and resolve customer issues in an accurate and timely manner by using appropriate tools and resources to asses situations and find resolutions while retaining ownership.
Enter all calls into help desk ticketing system, and update tickets accordingly in a timely fashion.
Monitor internal assets to ensure inventory records.
Maintain application updates as needed.

ADMINISTRATION.

Facilitates management of future or concurrent problems by preparing clear and concise documentation; maintains appropriate categorization of service requests by problem type, severity, impact to customers, etc.
Follows procedures and standards established by IT Service Desk management.
This position will require shift work or an on call rotation 24/7/365.
Serves as a member of KCAB's Covered Entity and is responsible for ensuring the privacy and security of Protected Health Information in accordance with the Health Insurance Portability and Accountability Act and KCAB Policy 1040.

TEAM EFFORT.

Contributes to team effort by promoting a culture of service and excellence.
Performs other duties of a similar nature and level as assigned.
TRAINING AND EXPERIENCE:

Associate's degree in Information Technology or a related field to the area of assignment and two years related work experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

LICENSING/CERTIFICATIONS:

Maintain Security Identification Display Area (SIDA) clearance.

KNOWLEDGE OF:

Office automation and business applications;
IT networks and related user applications
Office 365 Suite;
MAC and PC Operating Systems;
Active Directory;
Strong documentation skills.
SKILL IN:

Customer Service;
Addressing the mechanics of desktop and other hardware equipment;
Demonstrated skill in user software/hardware set-up and troubleshooting;
Troubleshooting user problems and diagnosing and/or making referral for solution;
Clearly and effectively communicating both orally and in writing;
Use of a variety of computer-based technologies including word processing, and spreadsheet;
Establishing and maintaining effective, fair, cooperative, collaborative and respectful relationships with internal and external colleagues, peers, work teams and workgroups.
ADA AND OTHER REQUIREMENTS:

Positions in this class typically require: climbing, balancing, stooping, kneeling, crouching, reaching, fingering, grasping, standing, walking, talking, hearing, seeing and repetitive motions.

Heavy Work: Exerting up to 10 pounds of force occasionally, and/or up to 50 pounds of force frequently and/or in excess of 20 pounds of force constantly to move objects.