Technical Support Specialist

University of the Cumberlands; Williamsburg (KY); On-site; USD 40,000 - 55,000; Full time

Job summary

The University of the Cumberlands is seeking a Technical Support Specialist to provide technical assistance to students, faculty, and staff. This role involves diagnosing and troubleshooting a range of technical issues, helping clients through calls and messages until resolved.

Located in Williamsburg, Kentucky, the University emphasizes intellectual growth and hands-on learning. Join our dedicated team committed to student success and service.

Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup.
• Ask customers targeted questions to understand root problems.
• Track system issues through to resolution within agreed limits.
• Guide clients through technical issues via phone, email, or chat.
• Elevate unresolved issues to appropriate internal teams.
• Provide prompt feedback to customers.
• Ensure all issues are properly logged.
• Manage multiple open issues simultaneously.
• Follow up with clients to ensure system functionality.
• Prepare accurate and timely reports.
• Document technical knowledge in notes and manuals.

Job description

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.

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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 elevate 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

About the University

Cumberlands is different by design. Our employees exemplify our motto in the pursuit of a “life-more-abundant.” Located in the heart of Appalachia, University of the Cumberlands (UC) is an institution of regional distinction that offers undergraduate degrees in more than 40 major fields of study, along with several pre‑professional, graduate and doctoral programs. With a total enrollment of more than 20,000 students, UC is one of the largest and fastest growing private universities in Kentucky and is devoted to preparing students for the future through hands‑on, experiential learning and research.

Equal Employment Opportunity Statement

The University of the Cumberlands does not illegally discriminate on the basis of race, color, national or ethnic origin, sex, disability, age, religion, genetic information, veteran status, because a person is a smoker or nonsmoker, or any other basis on which the University is prohibited from discrimination under local, state, or federal law, in its employment or in the provision of its services, including but not limited to its programs and activities, admissions, educational policies, scholarship and loan programs, and athletic and other University -administered programs. In order to fulfill its purpose, the University may legally discriminate on the basis of religion in employment, and the University has sought and been granted exemption from certain regulations promulgated under Title IX of the Education Amendments of 1972 which conflict with the University's religious tenets.