IS Technical Support Assistant

Job description

The IS Technical Support Assistant position is responsible for providing friendly, efficient, and quality service to customers contacting the ITS Customer Services. Ensuring that all incidents and requests are handled in a timely and appropriate manner. Provide assistance and resolution for customers on initial contact or escalation to appropriate areas if needed for resolution. Documenting all avenues of contact from customer into tracking system. Maintaining all security measures related to linkblue access to all University servers.

Job Title
IS Technical Support Assistant

Requisition Number

Working Title

Department Name
3L700:ITS Customer Spt & Student Enablement

Work Location
Lexington, KY

Grade Level

Salary Range

Type of Position

Position Time Status

Required Education


Click here for more information about equivalencies:

Required Related Experience

2 yrs

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 walking with objects up to 10 lbs; regularly working 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.


Monday - Friday; 8am to 5:00pm or 9am to 6:00pm shift with on-call responsibilities on a rotating basis. Possible overtime during peak times of the year, and rotating holiday on-call


Excellent communication skills (written and spoken), keyboarding skills, Microsoft Office suite and O365

Does this position have supervisory responsibilities?

Preferred Education/Experience

AA degree + previous call center experience.

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 information technology?
    • None
    • More than 0, up through 1 year
    • More than 1 year, up through 3 years
    • More than 3 years, up through 5 years
    • More than 5 years
  2. * Please indicate how many months of paid work experience you have had in a call center environment.
    • None
    • More than 0, up through 6 months
    • More than 6 months, up through 12 months
    • More than 12 months
  3. * Please describe your experience with an incident/request management tracking system.

    (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)
    • (Higher Education Recruitment Consortium)
    • A Colleague, Friend and/or Family Member
    • None of the Above

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents





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Job No:
Posted: 12/1/2018
Application Due: 12/17/2018
Work Type: