Location: Bowling Green, KY Category: Staff Posted On: Tue Aug 13 2019 Job Description:
Function as WKU's central point of contact for recording and troubleshooting customer incidents and escalating problems when necessary for the Information Technology Services.
Knowledge & Skills Essential for Success:
Exceptional verbal and written communication skills
Excellent attention to detail, organization, and customer service skills
Experience troubleshooting hardware/software issues on multiple platforms (PC, Macintosh, and mobile)
Experience working independently and with a team
Experience writing documentation and instructions
IT-related professional certifications (ex., Help Desk Institute, Knowledge-Centered Service, CompTIA A+, ITILï¿½ Foundations)
Provide technical support for incoming queries and issues from WKU faculty, staff, students, alumni, and affiliates of the University via the telephone, email, and chat. Assist student consultants in like support.
Evaluate client requests and determine if resolvable at ITS Service Desk or if it must be escalated. If escalated, determine if sufficient information, proper troubleshooting, and appropriate area within ITS to which to route the request.
Troubleshoot software and hardware issues on multiple platforms (PC, Macintosh, and mobile) in an enterprise-level networked environment.
Attend meetings and interact with the ITS Unit to stay current on training, upcoming projects, new systems, system upgrades, and other job-shifting changes.
Provide technical supervision of student employees, including keeping them on task, conducting job training, and providing coaching when performance improvement is needed.
Utilize, evaluate, revise, and create technical knowledge for internal and external knowledge base.
Other duties as required.
Minimum two (2) years of post-secondary education
Minimum one (1) year of related customer service experience
Kentucky state law requires all public institutions of postsecondary education to conduct pre-employment criminal background checks to determine suitability for employment.
Western Kentucky University does not discriminate on the basis of race, color, ethnic origin, national origin, creed, religion, political belief, sex, sexual orientation, gender identity/expression, marital status, age, uniformed services, veteran status, or physical or mental disability in admission to career and technical education programs and/or activities, or employment practices in accordance with Title VI and VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Revised 1992, and the Americans with Disabilities Act of 1990.
Persons with disabilities, who need reasonable accommodations to participate in the application and/or selection process, should notify the office of Equal Employment Opportunity/Affirmative Action/University ADA Services (EEO) at (270) 745- 5121, a minimum of five working days in advance.
Western Kentucky University (WKU) prepares students of all backgrounds to be productive, engaged, and socially responsible citizen-leaders of a global society. The University provides research, service and lifelong learning opportunities for its students, faculty, and other constituents. WKU enriches the quality of life for those within its reach.