Job Summary/Basic Functions

An Eastern Kentucky University Information Technology Consultant utilizes in depth knowledge of computer hardware and software to provide excellent customer service in the daily operation of the IT Service Desk as it tests, evaluates and maintains IT equipment.

Minimum Qualifications

Education: Certification or graduation from a four (4) year college or university.

Experience: Two years of related work experience.

A combination of education and related work experience which provides the necessary knowledge, skills and abilities may be used to meet the requirements for this position.

Licensure & Certifications:

Preferred Qualifications:

Job Duties:

• 40% - Provide excellent customer service to the university community Resolve issues reported to IT Service Desk (both phone calls and house calls) Log customer service requests and issue resolution as appropriate. Confirm customer satisfaction utilizing good customer service techniques. Disseminate information to and from various publics (networking, the service desk, and other EKU administration) Write documentation for anything related to the service desk and software house call services. - (Essential)
• 30% - Test, evaluate, and maintain IT equipment. Receive equipment or software for evaluation. Install products for testing utilizing established techniques. Validate functionality and limits of products utilizing accepted techniques. Work with equipment vendors as requested or directed. Consider alternative equipment or software as appropriate based on the results of tests and evaluation. Develop recommendations regarding software or equipment as requested or directed. - (Essential)
• 20% - Participate in Technology Support Services Teams Serve as a group member or liaison for TSS teams and committees. Develop, communicate, and encourage new procedures for resolving problems. (Find/develop new tools/solutions). Cross train in other groups, as assigned. - (Essential)
• 5% - Ensure continuous learning for self. Assess own learning needs utilizing accepted techniques. Identify learning resources available to meet needs. Identify funding and develop budget as required or directed. Obtain required training materials. Complete the required training. Evaluate learning effectiveness according to established standards. - (Essential)
• 5% - Other duties as assigned to insure the efficient operations of the department. Attends meeting or serves on committees as requested. Provides support to “special” projects as requested or directed. Applies unique technical and personal skills, as required, in support of overall departmental operations. . Insures compliance with University policies and other regulatory procedures. - (Essential)