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Murray State University · 7 hours ago

User Support Technician

Murray, KY

Full-time

Hybrid

New Grad, Entry Level

Murray State University is seeking a User Support Technician to provide technical support to the university community including faculty, staff, and students. The role involves offering level one technical assistance, managing account support, and ensuring effective communication of technology changes and incidents.

EducationHigher EducationUniversities

H1B Sponsor Likely

Responsibilities

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

Qualification

Technical supportAccount administrationService management platformsIdentityAccess managementCustomer serviceCommunication skillsDocumentation skills

Required

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