Senior Technology Support Specialist

Provide senior-level technical support and problem resolution for faculty, staff, and students experiencing issues with NKU technology services and enterprise systems. Support includes platforms such as Canvas (learning management system), Adobe products, SAP and Workday enterprise applications, and other institutional technology services. Assistance is delivered through multiple support channels including phone, ticketing systems, and remote support tools such as GoTo Resolve.

Maintain a strong customer service presence while assisting and mentoring other technical support staff. Troubleshoot, diagnose, test, and resolve hardware, software, account, and access-related issues across a variety of computing environments used throughout the university.

Coordinate with campus IT teams and service owners to escalate and resolve complex technical problems. Contribute to maintaining reliable access to institutional systems, classroom technology, and endpoint devices that support NKU’s academic and administrative operations.

Provides support via telephone, email, online. and face-to-face to clients

Provides a high level of technology support for Microsoft Office application, myNKU, and other NKU supported software

Provides technical support to clients for operation of basic hardware, software, and various system

Provides tier 1 technical assistance on special projects (e.g. replacement cycles, campus-wide upgrades)

Assists client with operation of classroom / conference room presentation systems

Coordinates with other IT groups (network systems, information systems, planning and development) to provide user support relative to PC-based systems and their interaction with central systems

Diagnoses various problems with hardware, software, and other technology equipment and repairs or facilitates repair in accordance with standard procedures

Bachelor’s degree and 3 years experience (Work experience while attending school can be counted).
Acceptable equivalency: Bachelor’s degree and 5 years of technical experience. Education and experience may be substituted for one (e.g. high school diploma + 9 years experience, two of which much include supervision).

No specific training or certification is required, but must have detailed familiarity with basic personal computing software, hardware, and systems. Documentation skills in the form of detail oriented writing skills are required. Experience with supervising employees is necessary; high quality customer service experience is also required.

Any candidate selected for this position will be required to undergo a pre-employment criminal background check as mandated by state law.