Helpdesk Customer Service Specialist (part-time)

The University of Pikeville is seeking a part-time Helpdesk Customer Support Specialist to provide customer service to students, faculty, and staff of the University of Pikeville.

Responsibilities:

  1. Comply with the IT Services Service Level Agreement (SLA).
  2. Serve as a first point of contact. Receive Helpdesk ticket requests via the KACE platform from the website; incoming telephone requests, and walk-in customers.
  3. Properly log job tickets into KACE.
  4. Respond to job tickets, place outbound calls to customers to identify technology concern/s. Listen closely to customers’ needs and issues. Utilize remote diagnostic tools such as KACE and TeamViewer to identify and log issues into the job ticket.
  5. Troubleshoot, and communicate with customers on possible solutions to include answers to commonly asked questions and resolve common IT issues. Close tickets as resolved.
  6. Should job tickets require specialized expertise, escalate the job ticket to refer to the appropriate information services (IS) or information technology (IT) team member.
  7. Maintain knowledgebase in the helpdesk.
  8. Assist in mentoring Work-study Helpdesk Assistants, as needed.
  9. Other duties as assigned.

Schedule:

This position is part-time to work the following hours: 

Monday through Thursday – 8:30AM to 3:30PM (24 hours a week) 

Schedule subject to change due to holidays and workload.

Relationships:

Position requires on-site work day contact with co-workers, staff, faculty, and students in order to exchange information, discuss issues with computers, laptops, internet connectivity, printers, events, etc. These relationships are maintained through e-mail, telephone, and person-to-person contact.

Education/Skill Requirements:

  • Associates Degree Preferred.
  • Embrace the 3 “p”s of customer service: professionalism, patience, and a “people-first” attitude. Willingness to learn customer service skills and new technologies.
  • Strong, active listening ability.
  • Attention to detail and organizational skills.
  • Timeliness and time management.
  • Written and verbal communication skills.
  • Team-oriented.
  • Basic computer knowledge and Microsoft software suite, Word, Excel.

Important Notes: Resume and other application materials will be reviewed to determine if you meet the required qualifications for the position. If it is determined that you meet the required qualifications, your application materials will be used to identify a top group of the most highly qualified candidates. Please, specifically address the qualifications, competencies and desired qualifications in your resume and application materials.

The University of Pikeville is committed to providing a safe and productive learning, living and working community. To achieve this goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. 

The University of Pikeville is an equal opportunity employer committed to assembling a diverse, broadly trained faculty and staff. The University of Pikeville does not discriminate on the basis of race, ethnicity, color, sex, gender, gender identity, sexual orientation, religion, national origin, age or disabilities in its programs, activities, hiring, or the admission of students. 

For more information about the University of Pikeville, please visit http://www.upike.edu. Interested applicants should complete the online application by visiting http://jobs.upike.edu. In addition to the application, interested applicants are requested to attach to their application a letter of interest, current resume, and the contact information for three to five professional references.

Date Posted: 01/11/2022
Department: Information Tech/Adm Computing
Employment Type: Part-Time (24 hours)
Position Type: Staff