What are the responsibilities and job description for the Endpoint Support Consultant position at Western Kentucky University?
Endpoint Support Consultants provide hardware and software technical support for WKU faculty, staff, and students.
Primary Duties and Responsibilities
- Provide in-person technical support and training for various technologies, including hardware, software, email, authentication and access management, and equipment reservations.
- Diagnose and facilitate hardware resolutions for Dell, Apple, and Microsoft computers for university employees and students.
- Provide technical support for PC and Apple platforms in an enterprise-level environment, including guidance and consultation on endpoint and mobile technology solutions.
- Maintain accurate documentation for incident and knowledge management, ensuring detailed and precise information is collected for timely resolutions and continuous improvement.
- Maintain a high standard of customer service by communicating effectively, setting expectations, and ensuring timely updates on incidents and projects.
- Follow operational procedures, uphold technology standards, and contribute to process improvements within the team.
- Regularly operate a company or personal vehicle to transport IT equipment and provide technical support.
Knowledge & Skills Essential for Success:
- Strong troubleshooting skills for common hardware, software, and peripheral device issues.
- Excellent verbal and written communication, along with strong organizational skills.
- Proficiency in Windows and Mac operating systems.
- Ability to work independently and collaboratively on projects and support tasks.
- IT-related certifications such as CompTIA A , Network , or PDI are preferred.
- Strong analytical and problem-solving skills in diagnosing technical issues.
Job Requirements:
- Bachelor's Degree
- At least one year hands-on experience in a customer service or technical support role
Additional Information:
Hourly Range: $22.57 - $24.62
Kentucky state law requires all public institutions of postsecondary education to conduct pre-employment criminal background checks to determine suitability for employment.
Western Kentucky University (WKU) is committed to a policy and practice of providing equal employment and educational opportunities to all individuals. In accordance with Title VI and VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Revised 1992, and the Americans with Disabilities Act of 1990, no form of discrimination or harassment will be tolerated at WKU on the basis of race, color, ethnicity, national origin, creed, religion, political belief, sex, sexual orientation, gender identity/expression, marital status, age, uniformed services, veteran status, genetic information, pregnancy, childbirth or related medical conditions, or physical or mental disability in admission to career and technical education programs and/or activities, or employment practices.
Persons with disabilities, who need reasonable accommodations to participate in the application and/or selection process, should notify the office of Institutional Equity. To request an accommodation, report a complaint, or ask questions regarding WKU's Discrimination and Harassment Policy (#0.2040), please contact Ms. Ena Demir, Executive Director/Title IX Coordinator via email at ena.demir@wku.edu or by phone at (270) 745-6867. Ms. Demir is also responsible for coordinating the University's response to complaints related to sex and gender harassment. Additional information regarding Title IX is accessible via WKU's https://www.wku.edu/titleix/ website.
Information concerning educational programs offered by WKU are provided at: http://www.wku.edu/atwku/academics.php
For information related to job postings, please email employment@wku.edu.
Salary : $23 - $25
