Technology Support Specialist II

Location
Kentucky, United States
Salary
Salary Not Specified
Posted
Feb 17, 2021
Employment Type
Full Time


Posting Details

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Working Title Technology Support Specialist II Department Infrastructure and Operations Compensation Title Position Number 30001648 Position Status Regular Work Schedule

1:45 pm – 10:00 pm Monday through Friday

Hours per Week 37.5 Months per Year 12 Commitment to Inclusive Excellence

Northern Kentucky University embraces inclusiveness, equity, and global awareness in all dimensions of our work and seek excellence through diversity among our students, administrators, faculty, and staff. Application by members of diverse groups is encouraged.

We are an Equal Opportunity/Equal Access/Affirmative Action institution.

Purpose of Position

Provide support and problem resolution for faculty, staff, and students experiencing technical problems with NKU’s systems. This support will mainly be provided through phone support and remote access tools. Provide a strong customer service presence and assistance to other tech support staff. Responsible for troubleshooting, diagnosing, testing, and resolving hardware and software problems in a variety of computing environments.

Primary Responsibilities

• Provides support via telephone, email, online, and face-to-face to clients 40%.
• Provides a high level of technology support for Microsoft Office applications, myNKU, and other NKU supported software 20%.
• Provides technical support to clients for operation of basic hardware, software, and various systems 10%
• Provides tier 1 technical assistance on special projects 10%.
• Assists client with operation of classroom / conference room presentation systems 5%.
• Coordinates with other IT groups to provide user support relative to PC-based systems and their interaction with central systems 5%.
• Diagnoses various problems with hardware, software, and other technology equipment and repairs or facilitates repair in accordance with standard procedures 5%.
• Actively pursues continuous growth and development of technical expertise 5%.

Qualifications

No specific training or certification is required, but must have detailed familiarity with basic personal computing software, hardware, and systems.

Documentation skills in the form of detail-oriented writing skills are required. Customer service experience is also required.

Any candidate who is offered this position will be required to go through a pre-employment criminal background check as mandated by state law.

Minimum Education Associate Degree Preferred Education Bachelor's Degree Minimum Experience 2 years Salary $17.95/hr Minimum Pay Grade S69
Requisition Number 2021S1317 Job Open Date 02/17/2021 Job Close Date 03/07/2021 Open Until Filled No Quick Link https://jobs.nku.edu/postings/10017 Is this an internal only posting? Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • NKU Jobs Site
    • HigherEdJobs.com
    • Careerbuilder.com
    • Inside Higher Ed
    • Employee Referral
    • Indeed.com
    • Other
  2. * Please briefly explain you customer service experience.

    (Open Ended Question)

  3. * Which service request/ticketing management systems have you used in the past?

    (Open Ended Question)

  4. * Please list all computer programs and software you are comfortable using.

    (Open Ended Question)

Documents Needed to Apply
Required Documents
  1. Resume
  2. Cover Letter/Letter of Application
  3. References
Optional Documents

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