Help Desk Support

Manager - End User Support

Grade:G08

Minimum: $25.58 (Commensurate with experience)

Non-exempt

JOB SUMMARY

The Help Desk Support position serves as the first point of contact for employees seeking assistance with IT related issues and concerns. This includes answering IT help desk phone, managing incoming emails and ticket requests, and resolving basic IT requests by end-users. This role focuses on providing excellent customer service to end-users, creating, and managing support tickets for IT staff, and providing various administrative support within IT. The ideal candidate will possess effective communication skills, be highly organized, provide diligence, and will need the ability to multitask in a dynamic environment.

ESSENTIAL JOB FUNCTIONS

Customer Support & Communication

Serve as the primary point of contact for end-user inquiries via phone, email, and Service Desk Plus.

Provide friendly, timely, and professional support for basic IT issues, including Microsoft 365 Apps (formerly Office), Teams, and Outlook

Assist users with mobile device setup and troubleshooting, including iOS devices (iPhones and iPads).

Escalate unresolved issues following established procedures and collaborate with internal IT teams to resolve more complex issues.

Ticket Management & Documentation

Accurately log user issues, resolutions, and actions taken in the Service Desk Plus system

Ensure timely follow-ups and updates to end-users regarding the status of their support requests.

Assist in developing documentation and self-service resources for common IT issues.

Administrative & Organizational Support

Assist with user account creation, updates, and deactivations across various systems.

Help support and manage inventory tracking for IT-related equipment.

Order various office and IT related supplies.

Coordinate with vendors and internal departments to facilitate hardware repairs and replacements.

Assist in maintaining IT knowledge base articles and procedural guides for end-users.

Team Collaboration & Efficiency

Collaborate with team members to enhance operational workflows and share knowledge.

Participate in team meetings and contribute ideas for improving end-user support processes.

Assist with IT onboarding for new hires, including setting up devices and providing initial system access.

WORKING CONDITIONS

Generally, works a 40-hour work week in an office environment with occasional remote support requirements. Occasional overtime and flexibility in shifts may be required to support business operations. Exposure to standard IT related hardware and software

MINIMUM QUALIFICATIONS

High School Diploma or equivalent (GED); and

One (1) year of experience in IT support role, customer service, or administrative support; and

Valid driver's license.

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.