Help Desk Analyst-Frankfort, KY

Kentucky School Board Association (KSBA) is seeking a Help Desk Analyst for IT support of its end-users. KSBA is an advocate and resource for public school boards on behalf of successful students and stronger communities. The mission of KSBA is to enhance school board leadership in maximizing student achievement through superior support and services. SUMMARY: Under supervision of the Technology Manager, the Help Desk Analyst is responsible for providing end-user IT support for Association staff, and assisting with the maintenance of the Association s enterprise IT environment. This position will also provide IT support for Association members who utilize the organization s technical resources, as needed. Provides in-person, phone, and/or remote support for all end-user IT devices, including but not limited to: * Desktops * Laptops * Tablets/Smartphones * Printers * A/V equipment * Supports various software packages such as Office 365, Sage 50, Adobe Creative, and others. * Supports both internal and external users of custom software applications developed by KSBA. * In conjunction with the Technology Manager, assists with the support and maintenance of the enterprise IT network. * May assist with updates to the association s public website via 3rd party CMS. * Helps maintain an accurate inventory of all IT assets. * Provides end-user support at conferences which requires occasional over-night travel (estimate 4-5 nights per year). * Provides superior customer service. * Cultivates goodwill and uses diplomacy, teamwork and effective interaction skills necessary to gain and retain the respect of external callers, membership, district personnel, other education professionals and internal staff members. * Perform all other job-related duties as assigned by the supervisor. * May be subject to call back duty on occasion when system alarms occur. * Regular in Attendance (absences do not affect work performance; adheres to scheduled arrival and departure time; notifies manager in a timely manner of anticipated and unanticipated absences; does not exhibit continued exhaustion of leave; works extra hours when needed; identifiable pattern of usage may need to be reviewed) QUALIFICATIONS (KNOWLEDGE, SKILLS AND ABILITIES): * Associate s Degree in Information Technology-related field * Two years of technical support experience in a professional IT environment * (An equivalent combination of education and experience will be considered) * Experience supporting Windows operating systems * In-depth knowledge of Microsoft Office products * Experience with computer hardware support * Familiarity with Active Directory is a plus * Technical certifications are a plus MCP, A+, Net+, etc. * Must be able to work independently with minimal supervision * Must be able to handle and maintain the confidentiality of sensitive/personal information with professional discretion. * Must possess ability to present facts/recommendations effectively in oral/written form. * Must possess professional demeanor and conduct. Non-exempt AA/EEO
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