Internal Search: only WKU employees currently working in a non-temporary status are eligible to apply.

This position will function as WKU's central point of contact for recording and troubleshooting customer incidents and escalating problems when necessary for the Information Technology Services.

Primary Duties and Responsibilities

• Provide technical support for incoming queries and issues from WKU faculty, staff, students, alumni and affiliates of the University via the telephone, email and chat. Assist student consultants in like support.
• Evaluate client requests and determine if resolvable at ITS Service Desk or if it must be escalated. If escalated, determine if sufficient information, proper troubleshooting and appropriate area within ITS to which to route the request.
• Troubleshoot software and hardware issues on multiple platforms (PC, Macintosh, and mobile) in an enterprise-level networked environment.
• Attend meetings and interact with the ITS Unit to stay current on training, upcoming projects, new systems, system upgrades and other job-shifting changes.
• Utilize, evaluate, revise and create technical knowledge for internal and external knowledge base.
• Other duties as required.

• High school diploma or GED equivalent.
• Minimum of one (1) year of related customer service experience.
• Demonstrated knowledge of technology.
• Availability to consistently work nights and weekends.

Hourly Rate: $15.00

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 Equal Employment Opportunity/Affirmative Action/University ADA Services (EEO). To request an accommodation, report/express a complaint, or ask questions regarding WKU''s Discrimination and Harassment Policy (#0.2040), please contact Mr. Joshua Hayes, EEO Director/Title IX Investigator/University ADA Coordinator, via email at joshua.hayes@wku.edu or by phone at (270) 745-5121.

The University is also required to investigate complaints of sex and gender-based harassment, also a form of discrimination, and has designated the Title IX Coordinator as the individual responsible for coordinating the investigation and response to such complaints. The Title IX Coordinator for the University is Ms. Ena Demir, who can be contacted via email at ena.demir@wku.edu or by phone at (270) 745-6867. 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