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University of KentuckyEqual Employment Opportunity/M/F/disability/protected veteran status.Posting Details Posting Details Job TitleIS Technical Support Specialist IIRequisition NumberRE53366Working TitleDepartment Name3L700:ITS Customer Spt & Student EnablementWork LocationLexington, KYGrade Level43Salary Range$19.18-30.68/hourType of PositionStaffPosition Time Status Full-TimeRequired EducationBSClick here for more information about equivalencies:https://hr.uky.edu/employment/working-uk/equivalenciesRequired Related Experience1 yrRequired License/Registration/CertificationNonePhysical RequirementsMust be able to lift, push, pull, and carry up to 50 lbs; traverse long distances on foot, including stairs; and work in tight spaces, heights, or stressful situations. Required to sit at a workstation for extended periods, performing repetitive motions mouse/typing. Ability to travel on&off campus.ShiftVariable (40hrs./wk) with rotating on-call responsibilities. Overtime and/or holidays if required.Job SummaryThis position serves as the primary on-site supervisor for Student Tech Help staff while functioning as an active member of the IT Service Desk team. The role provides direct front-line support as defined in the ITS service catalog, serving as the primary point of contact for customers reporting incidents or submitting service requests.In addition to supervising and scheduling Student Tech Help staff, this position takes calls and chats, augments service desk coverage, and operates as a subject matter expert in service desk processes and systems. The individual is responsible for coaching, mentoring, and developing student employees through hands-on guidance, quality oversight, and real-time support to ensure consistent, high-quality customer service delivery.Please note: Effective 7/1/2026, this position will be titled Service Desk Technician and will report through Information Technology Services in Beyond Blue.Skills / Knowledge / AbilitiesCustomer service, intermediate computer skillsDoes this position have supervisory responsibilities? YesPreferred Education/ExperienceIT degree preferred. Certifications like Microsoft, CompTIA, or ISC2 are desirable. Experience in troubleshooting complex issues and collaborating in team environments is highly valued.Deadline to Apply03/03/2026Our University CommunityWe value the well-being of each of our employees and are dedicated to creating a healthy place for everyone 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.The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.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 QuestionsRequired 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 years7. * 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 years12. * How many years experience do you have leading or supervising information technology teams? - None- More than 0, up through 2 years- More than 2 years, up through 5 years- More than 5 years, up through 10 years- More than 10 yearsApplicant DocumentsRequired Documents1. Resume2. Cover LetterOptional Documents Equal employment opportunity, including veterans and individuals with disabilitiesApply Here: https://www.click2apply.net/e8nqYyimNqArQsq45TddpkPI282630097