Service Desk Specialist II at Kentucky Trailer in Louisville, Kentucky

Job Description:

A career at Kentucky Trailer - regardless of the facility or department - starts with commitment. From the executive leadership team through the ranks, associates commit to an ethic of hard work and a mission to produce the highest quality product in the industry.

Kentucky Trailer, in turn commits to harboring a family-friendly environment where associates can excel. This atmosphere of mutual respect allows the individual to thrive, as evidenced by many associates who have made a lifetime career with the company. Associates work alongside the most talented and knowledgeable people in the trailer industry.

Kentucky Trailer believes in strengthening tomorrow's modern manufacturing leaders. We encourage people of all ages who are wanting to pursue a successful career to contact Kentucky Trailer.

Kentucky Trailer is a Servant Leader Company. We are driven to be the best in the world at design, build and service solutions for specialty trailer, custom transport and mobilized business markets.

Position Summary

The Service Desk Level 2 acts as the primary contact for users of IT systems and services. They provide first-level support and incident resolution of IT-related issues and requests from business units. This involves receiving support and service requests through a wide variety of communication methods, e.g., phone, fax, e-mail, web forms, etc. The Service Desk also functions tightly as a team to improve processes involved with first-level support and incident resolution. They work closely with second-level support groups for problem resolution and establishing/maintaining service levels.

Reports to KY Trailer VP Information Technology and actively participates in infrastructure-related projects that are based on providing excellent delivery of support and availability for KY Trailer. Also actively participates in the KY Trailer technology strategy development in conjunction with the KY Trailer VP Information Technology.

Position Accountabilities

• Creates and maintains incidents and service requests in the IT Service Management tool


• Troubleshoots and resolves software, hardware, operating system, and networking problems; repairs and recover from hardware or software failures, virus infections, and other issues and document resolution in incident tickets


• Contributes to self-help knowledge base


• Consults knowledge base to optimize resolutions and follows through on resolution with customers


• Escalate support and service requests to other IT teams, as defined by the escalation process within the tracking tool


• Increasing ability to resolve tickets on first contact


• Resolve and document resolution in tickets for support and service requests within the established service levels

• Follow up with customers, provide feedback and see problems through to resolution

• Understand the established process of criticality and prioritization for incidents and requests


• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users


• Provide training to users as appropriate


• Mentors, supports and cross-trains other service desk agents


• Provide technical leadership to the IT Service Desk team and ensure everyone is consistent in how tickets are handled, escalations are conducted, and communication is provided


• Identifies, researches and resolves technical problems and confirm success of actions and restoration/establishment of service

• Participation in establishment and responsible for compliance with all Corporate IT Policies and Procedures (including change management required practices).


• Assist in the development and maintenance of the KY Trailer technology strategy.


• Provide suggestions and feedback to fellow coworkers and management on system enhancements or process improvements.


• Participates in hands-on desktop/printer/device work as needed


• Performs work on relevant IT assigned projects


• Periodically will act as personnel back-up as it relates to on-site desktop/helpdesk support.


• Reports status of projects and assignments to management on a regular basis.


• Perform other job duties as assigned with a high degree of flexibility and professionalism

Skills/Knowledge Required

• Intermediate analytical and problem solving skills such as use of remote tool to troubleshoot complex incidents and assist users


• Intermediate printer support: Connecting network printers for users and disabling and enabling printers


• Organizational and time management skills

• Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of services

• Diplomacy in dealing with conflict resolution


• PC proficiency, Microsoft Office (Word, Excel, Access, Outlook, etc.)


• Strong interpersonal skills and ability to communicate and collaborate with both business and IT customers


• Advanced troubleshooting skills


• Act as a liaison between customers and internal support staff to assure accurate problem interpretation


• Maintain communications with customers during the problem resolution process


• Demonstrated ability to manage multiple priorities and follow through on customer incidents before closing out the incident


• Excellent verbal, written communication and customer service skills


• Adding, modifying and troubleshooting users in Active Directory, including the correct group assignment


• Contact vendor regarding hardware issues

Education and Experience

• Associates degree or equivalent industry experience


• Minimum 3 years related experience, 4 years related experience preferred (either Service/ Support Desk, Help Desk, Network Operations, etc.)


• Minimum 3 years of experience with Microsoft Office

Physical Demands

• Traveling: periodically may be required to travel to remote work sites for on-site assistance and project work (estimated 10% of time)


• Carrying: transporting an object, usually by hand, arm, or shoulder.


• Eye/hand/foot coordination: performing work through using two or more.


• Hearing: perceiving the nature of sounds by the ear.


• Lifting: raising or lowering an object from one level to another routinely up to 35 lbs.


• Sitting: remaining in the normal seated position.


• Standing: remaining on one's feet in an upright position.


• Talking: expressing or exchanging ideas by means of spoken words.


• Walking: moving about on foot.

Throughout our company and in all interactions, Kentucky Trailer Associates choose to be:

Patient, demonstrating self-control

Kind, giving encouragement and appreciation to others

Humble, without arrogance or pretense

Respectful, treating others as important individuals

Selfless, focusing on the needs of others

Forgiving, letting go of resentment when wronged

Honest, free of deception

Committed, honoring the choices we make

Fundamental Irreplaceable Behavior Values:

Interpersonal Skills: Easy to get along with. Treats all people with dignity and respect. Always approachable, never rude. Aware of and sensitive to what other people are feeling. Is at ease with people at all levels. Does not belittle the opinions or work of other people, regardless of their status or position. Deals effectively with a diverse workforce. Demonstrates a high degree of "emotional intelligence." Truly values and genuinely likes people. Treats others as important person. Serves others.

Ethics and Integrity: Admits mistakes in spite of the potential for negative consequences. Presents unpleasant or disagreeable facts in an appropriate manner. Keeps promises; meets goals and deadlines. Avoids situations and associations that could be considered inappropriate. Honest in all dealings. Upholds and models organization's values. Does what you say you will do. Is forgiving when feeling mistreated.

Business Demeanor / Temperament: Displays a positive attitude and optimism about the work to be done, the people he or she works with, customers, management, and company policies. Has a constructive sense of humor. Maintains a calm temperament and pleasant demeanor. Shows self-control. Does not spread gossip or rumors. Acts as a positive influence on others. Is courteous, cooperative, and helpful. Is humble, never boastful, or arrogant.

Accountability: Accepts personal responsibility for the quality and timeliness of his/her work. Acknowledges and corrects mistakes. Does not make excuses or blame others for errors or problems. Carries his/her fair share of the workload. Does what he/she commits to doing.

EEO/M/W/Vet/Disability

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