ABOUT US

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university’s vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!

JOB SUMMARY

Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team.

EDUCATIONAL REQUIREMENTS

High School diploma or equivalent

REQUIRED EXPERIENCE

Six (6) months of related experience

ADDITIONAL PREFERRED QUALIFICATIONS

Familiarity with Audio Visual/Instructional technology

PREFERRED EDUCATIONAL QUALIFICATIONS

An undergraduate or advanced degree from an accredited institution of higher education in a related field

PREFERRED EXPERIENCE

Experience in ticketing and tracking systems
Technical support experience in a field or call center environment
Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)

ABILITIES

Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE

Demonstrated customer service, conflict de-escalation, time management, patient, listening reading and comprehension skills
Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)
Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems

SKILLS

Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

ADDITIONAL QUALIFICATIONS: (Preferred qualifications)

• Industry certifications (A+, Network+, Microsoft

DEPARTMENT SPECIFIC TASKS AND RESPONSIBILITIES:

1. Oversees, mentors, trains, and assists team of student assistants
2. Coordinates maintenance of college web pages with UITS
3. Basic HTML/XML/CSS

ADDITIONAL QUALIFICATIONS: (Preferred qualifications)

• Industry certifications (A+, Network+, Microsoft)

KEY RESPONSIBILITIES:

1. Provides technical support and details on all work performed in the ticketing and tracking system
2. Sources solutions using a curated knowledge base and other resources
3. Performs hardware and software diagnostics and repairs
4. Supports classroom instructional technology and equipment
5. Coordinates the resolution of technical issues using available resources
6. Maintains asset and inventory management
7. Supports required events and conferences
8. Provides back-up support for other team members