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General Description:

The ITS Service Desk Consultant serves as WKU's primary point of contact for reporting, recording, and resolving ITS incidents, ensuring prompt and effect customer support. Escalate complex issues to appropriate Information Technology Services (ITS) areas as needed to maintain service continuity and satisfaction.

Knowledge & Skills Essential for Success:

+ Excellent verbal and written communication skills

+ Strong attention to detail, organization, and customer service orientation

+ Ability to diagnose and resolve issues across Windows, macOS, and mobile platforms

+ Effective both independently and as a part of a collaborative team

+ Skilled in creating and maintaining user-focused documentation and knowledge articles

General Responsibilities:

+ Provide technical support to WKU faculty, staff, students, alumni, and affiliates via phone, email, and chat

+ Mentor and assist student consultants in delivering consistent, high-quality support

+ Evaluate and triage service requests to determine appropriate resolution or escalation; ensure all escalations include complete documentation and troubleshooting details

+ Troubleshoot and resolve hardware, software, and connectivity issues in a large-scale networked environment

+ Supervise and support student employees by assigning tasks, facilitating training, and offering regular coaching and feedback

+ Participate in departmental meetings and professional development activities to remain informed about system updates, projects, and training opportunities

+ Contribute to ITS knowledge management by authoring, reviewing, and maintaining technical documentation

+ Perform additional duties as assigned

Job Requirements:

+ Minimum of two (2) years post-secondary education

+ At least one (1) year of customer service or technical support experience.

+ Demonstrated proficiency with current technologies and troubleshooting methods.

Additional Information:

Hourly Rate: $20.00 - $22.00

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 (WKU) is committed to a policy and practice of providing equal employment and educational opportunities to all individuals. 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, no form of discrimination or harassment will be tolerated at WKU on the basis of race, color, ethnicity, national origin, creed, religion, political belief, sex, sexual orientation, gender identity/expression, marital status, age, uniformed services, veteran status, genetic information, pregnancy, childbirth or related medical conditions, or physical or mental disability in admission to career and technical education programs and/or activities, or employment practices.

Persons with disabilities, who need reasonable accommodations to participate in the application and/or selection process, should notify the office of Institutional Equity. To request an accommodation, report a complaint, or ask questions regarding WKU's Discrimination and Harassment Policy (#0.2040), please contact Ms. Ena Demir, Executive Director/Title IX Coordinator via email at [email protected] or by phone at (270) 745-6867. Ms. Demir is also responsible for coordinating the University's response to complaints related to sex and gender harassment. Additional information regarding Title IX is accessible via WKU's https://www.wku.edu/titleix/ website.

Information concerning educational programs offered by WKU are provided at: http://www.wku.edu/atwku/academics.php

For information related to job postings, please email [email protected].