Location: Bowling Green, KY Category: Staff Posted On: Wed May Job Description:
General Responsibilities:
- Deliver technical support to WKU faculty, staff, students, alumni, and affiliates through phone, email, and chat; assist and mentor student consultants providing similar support
- Assess and triage service requests to determine if resolution can be provided by the ITS Service Desk or requires escalation. Ensure escalated requests are properly documented, contain appropriate troubleshooting steps, and are routed to the correct ITS unit
- Diagnose and resolve hardware and software issues across various platforms (Windows, macOS, and mobile devices) within a large-scale, networked environment
- Participate in departmental meetings and stay informed about training opportunities, project updates, new systems, and system changes
- Provide technical supervision for student employees by assigning tasks, conducting training, and providing performance feedback and coaching as needed
- Contribute to the internal and external knowledge base by using, reviewing, updating, and creating technical documentation
- Perform other duties as assigned
Knowledge & Skills Essential for Success:
- Strong verbal and written communication abilities
- Exceptional attention to detail, organizational skills, and a customer-focused mindset
- Proficient in troubleshooting hardware and software issues across multiple platforms, including Windows, macOS, and mobile devices
- Capable of working independently and collaboratively within a team environment
- Experienced in creating user-friendly documentation and technical instructions
- Holds relevant IT certifications (e.g., HDI, Knowledge-Centered Service, CompTIA A+, ITIL Foundations)
- Proven supervisory or leadership experience
Job Requirements:
- Minimum two (2) years of post-secondary education
- Minimum one (1) year of related customer service experience
- Demonstrated knowledge of technology
Additional Information:
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 (.2040), please contact Ms. Ena Demir, Executive Director/Title IX Coordinator via email at or by phone at . 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 website.
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