IS Technical Support Specialist II

Lexington, KY
Jul 18, 2017
Institution Type
Four-Year Institution

The University of Kentucky IT Service Desk is currently seeking an experienced IT Technical Support Specialist II to work at the Service Desk answering telephones, handling email and processing IT related incidents and requests to support members of the University community.

This position will be responsible for direct Customer Service/CRM, Incident and Request Management, technical writing, performance metrics analysis sector wide, identifying risk and engineering architecture impacts to critical systems and identity management.

IEBC (Internal Employee Being Considered)

Job Title
IS Technical Support Specialist II

Requisition Number

Working Title

Department Name
3L100:Planning Finance and Administration

Work Location

Grade Level

Salary Range

Type of Position

Position Time Status

Required Education


Click here for more information about equivalencies:

Required Related Experience

1 yr

Required License/ Registration/Certification


Physical Requirements

The physical requirements of this position include: occasionally lifting, pushing, and/or pulling objects up to 25 lbs; occasionally standing or traversing buildings with objects up to 10 lbs; regularly sitting at a computer workstation for extended periods of time with regular repetitive motions (such as typing); utilizing mouse, keyboard, and phone for portions of the day. Ability to travel to various locations on and off-campus for meetings.


Primarily days (i.e. Monday - Friday 8a-5p). 40 hours per week.


MS Office Suite products; Project Management; Business Process Analysis using Business Objects MS Windows, MS Office 7 and higher, MAC OS 10
Excellent communication and technical skills, technical writing, collaboration.

Does this position have supervisory responsibilities?

Preferred Education/Experience

Business, CIS, or Computer Science degree plus more than 1 year related experience preferred

Deadline to Apply

University Community of Inclusion

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How many years of paid work experience do you have in a customer service position?
    • None
    • More than 0, through 1 year
    • More than 1 year, through 3 years
    • More than 3 years, through 5 years
    • More than 5 years
  2. * Please indicate your paid employment experience in a call center environment.
    • None
    • More than 0, up through 6 years
    • More than 6 years, up through 12 years
    • More than 12 years
  3. * What makes up a great customer service experience?

    (Open Ended Question)

  4. * Describe how you would work with an unhappy or dissatisfied customer.

    (Open Ended Question)

  5. * Where did you first see this position advertised other than on UK's online employment system?
    • (Diverse Issues in Higher Education)
    • A Colleague, Friend and/or Family Member
    • None of the Above

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents