University of Kentucky
IS Technical Support Specialist II
Edtech.com's Summary
University of Kentucky is hiring an IS Technical Support Specialist II. This role supervises Student Tech Help staff and provides direct front-line IT service desk support, handling customer incidents and service requests while coaching and mentoring student employees to ensure quality service delivery.
Highlights
- Supervise and schedule Student Tech Help staff.
- Provide front-line customer support via calls and chats following ITS service catalog.
- Serve as a subject matter expert on service desk processes and systems.
- Coach, mentor, and develop student employees through hands-on guidance.
- Required skills include customer service and intermediate computer skills.
- Preferred qualifications include an IT degree and certifications like Microsoft, CompTIA, or ISC2.
- Must be able to handle physical tasks such as lifting up to 50 lbs and working in various environments.
- Salary ranges from $19.18 to $30.68 per hour for this full-time staff position.
- Requires a bachelor's degree and at least one year of related experience.
- Position includes variable shifts with on-call responsibilities and potential overtime.
IS Technical Support Specialist II Full Description
IS Technical Support Specialist II
Posting Details
Job Title | IS Technical Support Specialist II
Requisition Number | RE53366
Working Title |
Department Name | 3L700:ITS Customer Spt & Student Enablement
Work Location | Lexington, KY
Grade Level | 43
Salary Range | $19.18-30.68/hour
Type of Position | Staff
Position Time Status | Full-Time
Required Education | BS
Click here for more information about equivalencies: | https://hr.uky.edu/employment/working-uk/equivalencies
Required Related Experience | 1 yr
Required License/Registration/Certification | None
Physical Requirements | Must be able to lift, push, pull, and carry up to 50 lbs; traverse long distances on foot, including stairs; and work in tight spaces, heights, or stressful situations. Required to sit at a workstation for extended periods, performing repetitive motions mouse/typing. Ability to travel on&off campus.
Shift | Variable (40hrs./wk) with rotating on-call responsibilities. Overtime and/or holidays if required.
Job Summary | This position serves as the primary on-site supervisor for Student Tech Help staff while functioning as an active member of the IT Service Desk team. The role provides direct front-line support as defined in the ITS service catalog, serving as the primary point of contact for customers reporting incidents or submitting service requests.
In addition to supervising and scheduling Student Tech Help staff, this position takes calls and chats, augments service desk coverage, and operates as a subject matter expert in service desk processes and systems. The individual is responsible for coaching, mentoring, and developing student employees through hands-on guidance, quality oversight, and real-time support to ensure consistent, high-quality customer service delivery.
Please note: Effective 7/1/2026, this position will be titled Service Desk Technician and will report through Information Technology Services in Beyond Blue.
Skills / Knowledge / Abilities | Customer service, intermediate computer skills
Does this position have supervisory responsibilities? | Yes
Preferred Education/Experience | IT degree preferred. Certifications like Microsoft, CompTIA, or ISC2 are desirable. Experience in troubleshooting complex issues and collaborating in team environments is highly valued.
Deadline to Apply | 03/03/2026
Our University Community | We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.
The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.
Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.
Requisition Number | RE53366
Working Title |
Department Name | 3L700:ITS Customer Spt & Student Enablement
Work Location | Lexington, KY
Grade Level | 43
Salary Range | $19.18-30.68/hour
Type of Position | Staff
Position Time Status | Full-Time
Required Education | BS
Click here for more information about equivalencies: | https://hr.uky.edu/employment/working-uk/equivalencies
Required Related Experience | 1 yr
Required License/Registration/Certification | None
Physical Requirements | Must be able to lift, push, pull, and carry up to 50 lbs; traverse long distances on foot, including stairs; and work in tight spaces, heights, or stressful situations. Required to sit at a workstation for extended periods, performing repetitive motions mouse/typing. Ability to travel on&off campus.
Shift | Variable (40hrs./wk) with rotating on-call responsibilities. Overtime and/or holidays if required.
Job Summary | This position serves as the primary on-site supervisor for Student Tech Help staff while functioning as an active member of the IT Service Desk team. The role provides direct front-line support as defined in the ITS service catalog, serving as the primary point of contact for customers reporting incidents or submitting service requests.
In addition to supervising and scheduling Student Tech Help staff, this position takes calls and chats, augments service desk coverage, and operates as a subject matter expert in service desk processes and systems. The individual is responsible for coaching, mentoring, and developing student employees through hands-on guidance, quality oversight, and real-time support to ensure consistent, high-quality customer service delivery.
Please note: Effective 7/1/2026, this position will be titled Service Desk Technician and will report through Information Technology Services in Beyond Blue.
Skills / Knowledge / Abilities | Customer service, intermediate computer skills
Does this position have supervisory responsibilities? | Yes
Preferred Education/Experience | IT degree preferred. Certifications like Microsoft, CompTIA, or ISC2 are desirable. Experience in troubleshooting complex issues and collaborating in team environments is highly valued.
Deadline to Apply | 03/03/2026
Our University Community | We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.
The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.
Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- * How many years of paid work experience do you have in a customer service position?
- None
- More than 0, through 1 year
- More than 1 year, through 3 years
- More than 3 years, through 5 years
- More than 5 years
- * Please indicate your paid employment experience in a call center environment.
- None
- More than 0, up through 6 years
- More than 6 years, up through 12 years
- More than 12 years
- * How many years experience do you have leading or supervising information technology teams?
- None
- More than 0, up through 2 years
- More than 2 years, up through 5 years
- More than 5 years, up through 10 years
- More than 10 years
Applicant Documents
Required Documents
- Resume
- Cover Letter
Optional Documents
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