Title: IT Level 2 Help Desk #195-1

Location: Louisville, KY 40202

Duration: 12 months Contract (with Further Possible extension)

Job Description:

• This position is the primary point of contact for clients experiencing technical problems performing their daily tasks.
• This position monitors the health of our IT infrastructure and applications and taking corrective action when needed to minimize any interruption of service to our clients.
• This position is for intermediate level employees that display a sound technical background and understanding of the business and IT organizations.

Core Responsibilities:

• Provides daily technical support to all clients who experience technical difficulties while using the various technologies within the infrastructure environment.
• Performs trouble shooting and problem resolution on technical issues as required.
• Identifies, and with assistance, diagnoses incidents. Assists in coordinating restoration of services with other IT support personnel.
• Monitors the health of infrastructure, applications, and data center facilities to identify the impact of IT services on the various business units.
• With assistance of senior personnel, takes corrective action to address alerts and resolve technical issues.
• Researches and provides solutions for known problems.
• Understands documentation for procedures internal to the department.
• Using an incident tracking application, records, maintains, and with assistance resolves client incidents according to service level agreement.
• Researches and maintains standard operating procedures and other departmental documents as instructed.
• Recommends and implements process improvements within the department and IT organization.
• With assistance coordinates efforts with other departments to ensure proper client documentation is created as instructed.
• All other duties and projects as assigned.

Education/Experience/Qualifications:

• Associate degree in information technology or Comp TIA A certification and a minimum of two years of experience in information technology or a related filed is required.
• Technical skills include extensive PC and network troubleshooting skills in an enterprise environment.