What are the responsibilities and job description for the User Support Technician position at Murray State University?
Summary of Job Duties and Responsibilities
Provides account support to the University community of faculty, staff, and students, as well as incoming students, University guests, and University events. Provides level one (front line) technical support to students, faculty, and staff. Level one support includes answering questions related to and resolving the most common technical problems and referring more complex and less frequent technical problems to the appropriate Level Two support areas.
- Provide account and Level One technical support for deployed technologies via phone, email, tickets, and in-person.
- Adhere to security procedures for identity and account verification as set forth by the Information Systems Security Team.
- Provide account support and administration, including provisioning, deprovisioning, and access rights, for faculty, staff, students, and University guests.
- Provide account support during University events, such as Orientation and Racer One Stop.
- Document all provided support through service management tickets, including all troubleshooting steps, results, communication, and other pertinent information.
- Monitor, track, and escalate, when necessary, tickets to other Information Systems departments to ensure timely resolution.
- Become familiar with the use of provided technologies to provide excellent customer service, including service management platforms, knowledge bases, communication and collaboration platforms, identity and access management platforms, security procedures, and department documentation.
- Work with the Director of Information Systems Service Management and other Information Systems departments to improve the use of deployed technologies on campus, Information Systems and University processes and procedures, and identify and improve areas of support.
- Assist with updating announcements and content for Information Systems social media, digital signage, webpages, knowledge base articles and service requests.
- Assist with the communication of technology changes, incidents, projects, plans and governance to the University community.
- This position will likely be required to work overtime during peak periods such as the beginning of each semester and Orientations, will be required to provide remote support during periods when the University is closed such as extended holidays and semester breaks, and may be required to work a modified shift outside the University’s normal 8:00 am – 4:30 pm Monday-Friday workweek.
- Supervise Call Center Student Workers.
- Grow professional and technical skills.
- Other duties as assigned.
- Bachelor’s degree required.
- Demonstrable customer service experience may be exchanged for education requirements on a year-for-year basis.
- Demonstrated excellent customer service and oral and written communication skills are required.
- Proven ability to work in a team-oriented environment.
- Demonstrated technical skills related to troubleshooting hardware, software, account and network issues.
- Two years in technology or communication field preferred.
- Knowledge of ITIL and/or other Information Technology Service Management (ITSM) methodologies preferred.
- Experience creating and managing web and social media content preferred.
- Will likely be required to work overtime during peak periods such as the beginning of each semester and Orientation.
- Will be required to provide remote support during periods when the University is closed such as extended holidays and semester breaks.
- May be required to work a modified shift outside the University’s normal 8 am to 4:30 pm Monday – Friday workweek.
- Normal for office environment.
Salary : $16