Technical Support Specialist

University of the Cumberlands•Williamsburg, KY

About The Position

Get Set for Cumberlands! Join our team of student-focused individuals working together in order to encourage intellectual and spiritual growth, leadership and service. The Technical Support Specialist provides technical assistance to our students, faculty, and staff. Cumberlands is different by design. Our employees exemplify our motto in the pursuit of a “life-more-abundant.”

Requirements

CURRENT STUDENT or EMPLOYEE? Please log into Workday and use the Career Tile to find and apply to jobs from our internal career sites.

Responsibilities

Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals