IS Technical Support Specialist II

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.