Client Support Specialist I



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Working Title Client Support Specialist I Department Infrastructure and Operations Compensation Title Position Number 30022200, 30001970 Position Status Regular Work Schedule

8:15 am-4:30 pm (Monday – Friday)

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

Northern Kentucky University ( NKU ) seeks excellence by enriching its educational environment and culture through the diversity of its administration, faculty and staff and by embracing inclusiveness, equity, and global awareness in all dimensions of its work. NKU is an Equal Opportunity/Equal Access/Affirmative Action institution. We encourage applications by members of diverse groups and by persons with a demonstrated commitment to issues of diversity and experience in achieving goals relative to inclusive excellence.

Purpose of Position

Provides support and problem resolution to faculty, staff, and students experiencing technical problems with technology resources. Collaborates with faculty, graduate students, departmental support staff, and IT staff to provide recommendations for appropriate technologies to meet user needs; provides training, support and documentation. Responsible for troubleshooting, diagnosing, and resolving hardware and software problems in a variety of computing and/or audio/video environments. Provides support for appropriate instructional technology tools including NKU’s course management system, content management system, myNKU, and other NKU supported systems and software. Also assists with regular installation and maintenance of technology resources.

Primary Responsibilities

Diagnoses various problems with hardware, software, or other technology equipment and repairs or facilitates repair in accordance with standard procedures.
Provides user support relative to enhanced academic learning environments, administrative systems, PC-based systems and their interaction with central systems. Provides a high level of technology support for instructional technology and office productivity software including NKU’s course management system, content management system, myNKU, and other NKU supported software.
Provides technical assistance on special projects (e.g. replacement cycles, campus-wide upgrades, etc.)
Supports faculty and staff with operation of classroom systems, web conferencing, video conferencing and lecture capturing. Troubleshoots and diagnoses various problems on a high level with hardware, software, and other technology equipment and repairs or facilitates repair in accordance with standard procedures.
Analyze, research, evaluating/developing or recommending instructional technologies and emerging technologies to assist with online and blended learning including but not limited to online simulations, mobile technologies, augmented reality, etc.
Actively pursues continuous growth and development of technical expertise.

Qualifications

Associate Degree plus minimum 3 years related experience. No specific training or
certification is required, but must have detailed familiarity with basic personal computing software and hardware.
There may be infrequent lifting involved (<25 lbs). There are also small often dimly lit
status lamps and audible alarms that may compete with background noise. A modest
degree of dexterity is required to manipulate small parts on the equipment, but this is
infrequent. There may also be some squatting, bending and reaching as well as climbing involved when providing support to clients for operation of basic hardware and software.

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

Northern Kentucky University is an Equal Opportunity/Equal Access/Affirmative Action
institution. We embrace 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.

Minimum Education Associate Degree Preferred Education Associates Degree Minimum Experience 3 years Salary $18.95 per hour, minimum Pay Grade S70
Requisition Number 2021S1325 Job Open Date 03/12/2021 Job Close Date Open Until Filled No Quick Link https://jobs.nku.edu/postings/10056 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 describe your experience in working with Information Technology.

    (Open Ended Question)

  3. * Do you have any experience installing and/or supporting audio visual equipment such as projectors, audio systems, document cameras or automated control systems?

    (Open Ended Question)

  4. * Please explain any prior experience you have with using a course management system or other instructional technology software.

    (Open Ended Question)

  5. Please briefly explain you customer service experience.

    (Open Ended Question)

  6. Describe a time where you utilized instructional software or web-based resources to a solve a client's problem.

    (Open Ended Question)

  7. Do you have experience with SAP?
    • Yes
    • No
  8. Please list specialty software titles with which you are experienced.

    (Open Ended Question)

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


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